Service Level Agreement
100% Data Center Systems Availability SLA
Yepa will maintain critical infrastructure availability 100% of the time. If it cannot do so and the Customer experiences downtime, Yepa will credit the Customer 5% of the monthly fee otherwise payable for each 30 minutes of downtime (up to a maximum of 50% of Customer’s monthly fee for the affected server). Critical infrastructure includes functioning of all power and HVAC. It does include the power supplies on the Customer’s servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems and is measured from the time the Customer opens a trouble ticket at firstname.lastname@example.org
regarding server downtime to the time the problem is resolved and the server is powered back on.
100% Network Availability SLA
Yepa will ensure the Internet will be available 100% of the time. If the Internet becomes unavailable and the Customer experiences downtime, Yepa will credit 5% of the Customer’s monthly fee otherwise payable for each 30 minutes of downtime (up to a maximum of 50% of Customer’s monthly fee for the affected server). Network availability includes functioning of all network infrastructure including routers, switches and cabling. It does not include the NIC or services or software running on the Customer’s server. Network downtime exists when Yepa is unable to transmit and receive data from the edge of its network and is measured from the time the trouble ticket is opened by the Customer at email@example.com.
Network Performance SLA
Yepa's network will be maintained in such a manner as to provide the best possible performance to the Internet. In order to achieve this Yepa will use its best efforts to ensure:
(a) Zero packet loss internal to the CWH/PEER 1 network;
(b) Customer traffic will be delivered to a backbone Internet Carrier with an average latency not greater than 25ms;
If network performance falls below these levels on a hourly average, Yepa will credit 5% of the Customer’s monthly fee otherwise payable for each hour of continued latency (up to a maximum of 50% of Customer’s monthly fee)
One Hour Hardware Replacement SLA
Yepa will maintain the functioning of all server hardware components at all times and will replace any failed component at no cost to the Customer. Hardware replacement will begin once Yepa identifies the cause of the problem and will be completed within one hour of the problem being identified. In the event that it takes Yepa more than one hour to replace faulty hardware, Yepa will credit the Customer 5% of the otherwise payable monthly fee for each additional 30 minutes of downtime (up to a maximum of 50% of Customer’s monthly fee for the affected server). Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Downtime will not include the time required to rebuild a RAID array or to reload operating systems, applications and data restores.