100% Network Uptime
Host NIT., Inc guarantees that its Internet Connectivity identity provider instances will be available 100% of the time in a given month, excluding scheduled maintenance. Network uptime includes functioning of all network infrastructure elements including routers, switches, firewalls, domain name servers, intrusion detection devices and cabling.
Host NIT., Inc Guarantee: Upon experiencing downtime, Host NIT., Inc will provide Service Credits to the Customer.
Please note that there is a difference between Network Uptime and an actual server uptime. We guarantee that your server will be up 99.8% of the time. Network Uptime, as this document indicates, refers to Internet Connectivity.
Power and HVAC Infrastructure
Host NIT., Inc guarantees that the critical infrastructure systems will be available 100% of the time in a given month, excluding scheduled maintenance. Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers’ servers.
Host NIT., Inc Guarantee: Upon experiencing downtime, Host NIT., Inc will provide Service Credits to the customer.
Host NIT., Inc guarantees the functioning of all hardware and software components and will replace any failed component at no cost to the customer. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications. Hardware replacement is guaranteed to be complete within four (4) hours of problem identification.
Service Credit Requests
If Host NIT., Inc fails to provide the network uptime as outlined in this SLA then the Customer will be eligible to receive the Service Credits. Service Credits are available in the form of additional equivalent hours added to the TERM at no additional charge.
In order to receive any of the Service Credits described above, Customer must notify the Company within thirty days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit.
To receive an SLA Service credit, customers must contact our Billing Department.
For further information, please do not hesitate to contact us at firstname.lastname@example.org