Database Mart LLC Service Level Agreement (SLA)
Network Uptime Service Level Agreement
Scheduled Network Maintenance
Occasional network maintenance will be required. Database Mart LLC will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file. Scheduled maintenance periods are not eligible for SLA credits.
Hardware Maintenance
On rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. Database Mart LLC will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
Software Maintenance
An important part of managing a dedicated server is keeping the software up to date. If a customer chooses to have Database Mart LLC to manage their server, occasional software updates will be required to address security or performance issues. Usually customers will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
Malicious Attacks
If a third party not associated with Database Mart LLC initiates a "Denial of Service" or other form of disabling attack against a customer's Dedicated Server or major portions of our network, Database Mart LLC will do everything in its power to stop the attack, but cannot guarantee a resolution time.
Hardware Replacement Service Level Agreement
Database Mart LLC guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 4 hours of identifying the problem. In the event that this guarantee is not met, Database Mart LLC will issue a credit for ten times the actual amount of additional downtime. The amount of compensation may not exceed the customer's monthly recurring charge. This guarantee does not include the time it takes to perform additional software related maintenance, including rebuilding web accounts from backups or rebuilding raid arrays
In the event that Database Mart LLC does not meet this SLA, Dedicated Hosting clients will become eligible to request compensation for downtime. If Database Mart LLC is directly responsible for causing the downtime, the customer will receive a credit for 10 times ( 1,000% ) the actual amount of downtime. This means that if customers server is unreachable for 1 hour (beyond the 0.1% allowed), you will receive 10 hours of credit. If Database Mart is not directly responsible for causing the downtime, the customer will not receive a credit for 10 times ( 1,000% ) the actual amount of downtime.
All requests for compensation must be received within 8 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge.
