Service Level Agreement - Dedicated Servers

Power Uptime SLA

 

Ready2Frag guarantees a 100% Power uptime for all dedicated servers.

  • Power: Defined as incoming electrical service to the data center, equipment, and server.

In the event of a power outage, we will offer an account credit equal to 5% of the affected service's monthly cost per 10 minutes, but not exceeding 1 month's worth of service.

 

  DOWNTIME (Examples)   ACCOUNT CREDIT
  10 Minutes   5%  (ex. $99 x 0.05 = $4.95)
  20 Minutes   10% (ex. $99 x 0.10 = $9.90)
  30 Minutes   15% (ex. $99 x 0.15 = $14.85)
  40 Minutes   20% (ex. $99 x 0.20 = $19.80)
  50 Minutes   25% (ex. $99 x 0.25 = $24.75)
  1 Hour   30% (ex. $99 x 0.30 = $29.70)
  3 Hours   90% (ex. $99 x 0.90 = $89.10)
  4 Hours   100% ($99 - 1 month limit)
  5+ Hours   100% ($99 - 1 month limit)

 

Network Uptime SLA

 

Ready2Frag guarantees a 99.99% network uptime SLA. Ready2Frag uses the latest network technologies to power our network and operates a fully redundant core network.

In the event that you experience unannounced/unscheduled network downtime, an account credit can be requested equal to 5% of the service's monthly cost per 15 minutes of network downtime equal to no more than 1 month worth of service. Client must provide proof of network downtime, and internal monitoring must have shown a network issue. Credit is calculated from the moment a member of our staff is contacted about the issue.

Network downtime is always defined as the inability of our networking equipment to create a connection to the larger Internet.

 

  DOWNTIME (Examples)   ACCOUNT CREDIT
  15 Minutes   5%  (ex. $99 x 0.05 = $4.95)
  30 Minutes   10% (ex. $99 x 0.10 = $9.90)
  45 Minutes   15% (ex. $99 x 0.15 = $14.85)
  1 Hour   20% (ex. $99 x 0.20 = $19.80)
  2 Hours   40% (ex. $99 x 0.40 = $39.60)
  3 Hours   60% (ex. $99 x 0.60 = $59.40)
  4 Hours   80% (ex. $99 x 0.80 = $79.20)
  5 Hours   100% ($99 - 1 month limit)
  6+ Hours   100% ($99 - 1 month limit)

 

SLA Terms and Conditions

 

  • This is extended to direct clients. We are not liable for downtime caused by a reseller of our service.
  • SLA claim tickets must be opened with our billing department within 48 hours of issue resolution.
  • Your account must be in good standing for at least the past 3 months to request a credit.
  • Services suspended by Ready2Frag will not be eligible for any claims.
  • Issues outside of Ready2Frag's control including but not limited to software issues, acts of god, and failure outside of our network are not eligible for credit.
  • Ready2Frag reserves the right to deny any SLA credit. All SLA claims will be investigated and considered.
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