Service Level Agreements (SLA)

 

Inerol Solutions, LLC. is committed to providing a reliable, high-quality network to support its customers. Providing you with consistent access to your data is a high priority for Inerol Solutions, LLC. and is part of the reason Inerol Solutions, LLC. makes commitments in the form of Service Level Agreements (SLAs) that provide certain rights and remedies regarding the availability and performance of the Services you entitle us to trust.

The Inerol Solutions, LLC. SLA covers three components that support the availability of your web site:

100% / ZERO Down Time Network:

Inerol Solutions, LLC. guarantees that its network will be available 100% of the time in a given month, excluding scheduled maintenance. Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server. Network downtime exists when a particular customer is unable to transmit and receive data and is measured from the time the trouble ticket is opened.

Inerol Solutions, LLC. Guarantee: Upon experiencing downtime, Inerol Solutions, LLC. will credit the customer 5% of the monthly fee for each 30 minutes of down time up to 100% of customer's monthly fee for the affected server.

Infrastructure:
For Dedicated Hosting & Managed Hosting Customers

Inerol Solutions, LLC. 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. Infrastructure downtime exists when a particular server is shut down due to power or heat problems and is measured from the time the trouble ticket is opened to the time the problem is resolved and the server is powered back on.

Inerol Solutions, LLC. Guarantee: Upon experiencing downtime, Inerol Solutions, LLC. will credit the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee for the affected server).

Hardware:
For Dedicated Hosting & Managed Hosting Customers

Inerol Solutions, LLC. guarantees the functioning of all hardware 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 will begin once Inerol Solutions, LLC. identifies the cause of the problem. Hardware replacement is guaranteed to be complete based on the plan and server selected when ordering.

Inerol Solutions, LLC. Guarantee: In the event that it takes us more than one hour over the plan that you have selected to replace faulty hardware, Inerol Solutions, LLC. will credit the customer 5% of the monthly fee per additional hour of downtime (up to 100% of customer's monthly fee for the affected server).


Last updated: March 1, 2012