Legal ยท service level agreement
100% uptime / SLA
Dedicated.com guarantees 100% monthly network uptime under this service level agreement. Some terms and conditions apply; they are listed below.
Network uptime SLA
Four parts
- Global internet connectivity. Connectivity from the Dedicated.com network to the outside internet.
- Private network connectivity. Connectivity between the privately routed network within Dedicated.com (private back-end tunneling).
- Power. The electricity that powers the servers in the data center.
- Client control panel. The accessibility of the client control panel. This SLA does not guarantee functionality of the control panel.
| Uptime | Credit |
|---|---|
| 100% uptime | 0% |
| 99.9% uptime | 10% |
| 99.5% uptime | 25% |
| 99% uptime | 50% |
| Below 99% | 100% |
Hardware SLA
Two parts
- Faulty hardware. Any hardware that fails in whole or in part. The 6-hour SLA is valid only after the problem has been confirmed to be faulty hardware.
- Hardware upgrades. If a customer purchases an upgrade, it must be complete within 6 hours once the upgrade has been scheduled. All hardware upgrades must be scheduled with support.
>> The hardware SLA applies exclusively to hardware provided and managed by Dedicated.com. It does not cover customer-owned hardware housed under our colocation services. For colocation clients we ensure optimal environmental conditions and network connectivity; maintenance and support of customer-owned hardware remain the responsibility of the client.
| Downtime | Credit |
|---|---|
| 6 hours or less | 0% |
| 6 to 12 hours | 20% |
| 12 to 24 hours | 40% |
| 24 to 36 hours | 60% |
| 36 to 48 hours | 80% |
| 48+ hours | 100% |
Terms and conditions
SLA terms
- Dedicated.com extends this SLA to its direct clients only. Dedicated.com is not liable for downtime caused by a reseller of its services.
- Dedicated.com offers SLA credits for use in future billing cycles only. SLA credits are non-transferable in any way. SLA credits may not be exchanged for currency of any kind.
- SLA credit is calculated from the time a ticket is opened regarding the issue to the time the issue is resolved.
- Any customer account not in good standing on payments is not eligible for SLA credit.
- Any customer account which has been out of good standing on payments 3 times or more within the 12 months prior to the outage is not eligible for SLA credits.
- Any customer server disconnected due to violation of the AUP/TOS is not eligible for SLA credit.
- All SLA claims must be made with the sales department, and will be issued as account credits.
- All SLA claims must be made within seven days of the network downtime. SLA credits may take up to 15 days to authorize, process, and post to the customer account.
- SLA credits may not exceed the full monthly amount of the server they are being applied to.
- SLA credit claims can only be made by an authorized user on the account. All other unauthorized claims will be denied.
- SLA credits may not be stacked, i.e. claiming SLA credit on both uplink downtime as well as power downtime during the same incident.
- In no way does the Dedicated.com SLA include software of any kind. Operating system reloads do not qualify in any way for an SLA credit.
- Instant deployment servers do not qualify for SLA as part of the initial deployment, as "instant deployment" is best effort.
- Automated OS installations via SynergyCP do not qualify for SLA in any way.
- Any form of management by Dedicated.com of customer software is not eligible to be included in the Dedicated.com SLA. Any form of hardware reconfiguration due to software or management of software is not eligible to be included in the Dedicated.com SLA.
- Faulty hardware qualifies for the hardware SLA only when 6 hours have passed from the time that a Dedicated.com technician has officially diagnosed the problem as being caused by faulty hardware. Until diagnosis is confirmed, the hardware SLA is inactive.
- Hardware upgrades are eligible for the hardware SLA only after 6 hours from the scheduled (between customer and support) time for repair passes. All hardware upgrades must be scheduled with support in order to be eligible for the hardware SLA. Immediate or "as soon as possible" hardware upgrades are not eligible for the hardware SLA.
- Any failure outside of the Dedicated.com network itself, including bandwidth carrier outages, is not eligible for SLA credit.
- Scheduled maintenance of the Dedicated.com network is not eligible for any form of SLA credit.
- Facility moves, acts of God, including weather, natural disaster, or any other disaster outside of the control of Dedicated.com are not eligible for SLA credit.
- The Dedicated.com SLA is subject to change or revision without notice.