Service Level Agreement – SLA
Posted on August 20th, 2008
Last updated August 20th, 2009
SERVICE LEVEL AGREEMENT (SLA)
1. Service Level Agreement: SevenL Networks Service Level Agreement assures the Client that the Dedicated Server will be available 99.9% of the time. This guarantee is supported by installing proven hardware and software configurations. The 99.9% uptime guarantee does not include any planned scheduled maintenance. Periodically, SevenL Networks may schedule hardware maintenance, which may require your server to be down. This down time is usually done in off hours. If SevenL Networks fails to maintain our SLA with the Client, SevenL Networks will refund Client a single day for every hour of downtime. If the total downtime for a month reaches 8 hours, SevenL Networks will issue a 1-month service credit to Client. If SevenL Networks continues to fail its Service Level Agreement with Client, SevenL Networks will allow Client to cancel the service contract without any penalties.
2. Backup and Recovery: SevenL Networks will not be responsible for the backup of all critical data on the server. Critical data is any Client data. This does not include software such as the operating system and package software. SevenL Networks will recover operating system to a new server if the current system fails. Client must install any required 3rd party software applications and copy their data to the new server. SevenL Networks recommends to all customers that they choose to use RAID1 to reduce potential hard drive failure impacts. If the Client requires SevenL Networks to perform critical data backups, Client may subscribe to this service at additional fees.
3. Software Configuration: SevenL Networks will support the original configuration of the server, but because the Client will have complete control over the server, SevenL Networks will not be responsible for alterations or additional software added to the server by Client. SevenL Networks’ primary support will be the server’s network connectivity and physical operation. If the client configures the server in such a way that the server is deemed unstable or faulty, the Client bares sole responsibility. If SevenL Networks is requested to rebuild the server again for Client after an unstable environment has been declared, SevenL Networks may charge client setup fees or consulting fees to recover the server or perform an operating system reload. Other than these restrictions, the Client may configure the server any way they wish.
4. Hardware Maintenance: SevenL Networks will be responsible for any hardware related problems with the Client’s dedicated server. This includes ensuring that all components of the system are operating at optimal levels. The hardware configuration is defined in the Client’s sales agreement with SevenL Networks. If performance is degraded due to hardware issues, SevenL Networks will replace the failing component. If the performance degradation is related to the software configuration, then the Client may have to reconfigure the server to maintain optimal performance. SevenL will work with Client to reach the performance goals.
5. Service Request: The Client is responsible for the first line of support. For any problems with the server the Client should first determine if the problem is something that can be repaired by the Client. If the Client cannot resolve the issue, then SevenL Networks will review the situation. If after resolving the problem, it was determine the root cause was related to an action by the Client, SevenL Networks may charge the Client a consulting fee. This charge would be assessed with a minimum of twenty (20) minutes. All service requests must be submitted through our User Control Panel at https://ucp.sevenl.net.
Client will be given a maximum of 3 free reboots a month. After the 3rd reboot, SevenL Networks will charge client a reboot fee of $30.00 for self imposed problem situation, which means the server outage was caused by Client. Client may subscribe to a reboot service whereby they have exclusive access to remotely reboot the power port of their server(s).
6. Emails: Open mail relaying is not permitted on any Servers. Servers found with open mail relaying enabled will automatically be shut down. We suggest clients use SMTP authentication to ensure only those permitted to use Client’s mail server can do so.
7. Statistics: SevenL Networks will provide statistics for Client’s Server.
For the above services, SevenL Networks will invoice Client based on the online registration monthly fees for a Dedicated Server until the end of the contract term AND after a cancellation notice. Billing will start at the time of service commencement. The Client’s Dedicated Server services will be released to Client after the setup fees and first month fees have been collected.