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Our SLA

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Our Guaranteed SLA Credits

The Service Level Agreement (SLA) is incorporated into the Master Service Agreement and applicable to all services delivered directly to customers of Server Intellect. To properly claim an SLA credit, a customer user must open a sales ticket by sending an email to Sales within seven days of the purported outage.

Uptime Guarantee

Server Intellect guarantees 99.9% uptime on all public network services to customers located in our partner data centers. All public network services include redundant carrier grade Internet backbone connections, advanced intrusion detection systems, DDoS mitigation, traffic analysis, and detailed bandwidth graphs. Specific guarantees with SLA information are listed in the table below.

99.9%

Guaranteed

99.8%

5% Credit

99.7%

10% Credit

99.6%

15% Credit

99.5%

20% Credit

99.4%

25% Credit

99.3%

30% Credit

99.2%

35% Credit

99.1%

40% Credit

99.0%

45% Credit

< 99.0%

50% Credit

Replacement Guarantee

Server Intellect guarantees the replacement of failed hardware and hardware components located within our partner data centers. Server Intellect guarantees a failed hardware component will be replaced within 4 hours of customer notification in the trouble ticketing system. Replacement of failed hardware does not include time required to reload the operating system or applications. Specific guarantees with SLA information is listed below.

4 hours or less

5% Credit

4.1 to 8 hours

10% Credit

8.1 to 12 hours

20% Credit

6.1 to 20 hours

30% Credit

> 20.1 hours

50% Credit

Upgrade Guarantee

Server Intellect guarantees hardware upgrades will commence and complete within four hours of scheduled hardware upgrade maintenance windows. Hardware upgrades must be scheduled and confirmed in advance through the online ticketing system. Failure to install the hardware within the four-hour time will result in a waiver of any one-time installation fees. Extended hardware installation times from initial upgrade commencement shall result in SLA credits for the recurring fee associated with the hardware upgrade. These time and SLA credits are listed in the table below.

4 hours or less

Guaranteed

4.1 to 8 hours

5% + Setup Waiver

8.1 to 12 hours

10% + Setup Waiver

12.1 to 16 hours

20% + Setup Waiver

6.1 to 20 hours

30% + Setup Waiver

> 20.1 hours

50% + Setup Waiver

100% Money Back Guarantee
Server Intellect provides a 14-Day Money Back Guarantee if you are not 100% satisfied with our services.

We are so confident that our ServiceFirst Support™ Team will meet and exceed your expectations, we provide a 100% 14-day money back guarantee on all services!

Contact Us Today

14-Day 100% Money Back Guarantee

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