Enterprise Customers Demand Performance
Rootaxcess understands the importance of reliability and dependability to your business. We will meet the service level commitments outlined below.
Rootaxcess Service Level Agreement (SLA)
This Services Level Agreement (the “SLA”) governs the use of all products and services (collectively, the “Services”) offered by Rootaxcess, and their affiliates and subsidiaries to its (customers).
Rootaxcess understands the importance of reliability and dependability to your business. We are committed to providing services to our customers at a standard of excellence commensurate with the best practice in the industry. Network uptime and server availability are of the highest importance. The following service levels are designed to assure customers of ultimate performance and maximum uptime. Rootaxcess will meet the service level commitments outlined below.
Service Hardware Replacement
Rootaxcess guarantees the functioning of all hardware, including servers, CPU’s, cabling and associated server hardware, firewalls, load balancers, and storage area networks, and will replace any failed component at no cost to Customer within one hour following Rootaxcess’ receipt of Customer’s trouble ticket concerning the hardware issue and Rootaxcess’ identification of the failed hardware (the “Replacement Guarantee”). “Hardware” means the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware listed in the Service. The Replacement Guarantee does not include the time required to rebuild a RAID array or the reload of the operating systems and applications or changes to hardware during Maintenance, as defined below.
Power and HVAC Availability
Rootaxcess guarantees that its power and HVAC systems will be available 100% of the time in a given month, excluding Maintenance, as defined below. “Infrastructure Downtime” means: (a) the Rootaxcess power or HVAC systems are not available and (b) Customer submits a Rootaxcess trouble ticket detailing the unavailability of the Rootaxcess power or HVAC systems resulting in Customer downtime. Infrastructure Downtime does not include downtime issues related to power supplies on Customer’s servers, load balancers, or switches.
100% Network Uptime Standard
Rootaxcess guarantees that the Rootaxcess network will be available 100% of the time, excluding Maintenance, as defined below. The Rootaxcess Network is comprised of the border routers, firewalls, load balancers, and switches. For purposes of this SLA, the uptime guarantee does not include any dedicated Customer Systems, Applications or Operating System layer. Customer is eligible for a credit for Network Downtime for any breach of this guarantee, which can be verified by Rootaxcess’ technical support team. “Network Downtime” is defined as an inability to transmit and receive data caused by failure of network equipment managed and owned by Rootaxcess, excluding Maintenance, but including managed switches, routers, and cabling.
100% Server Uptime Guarantee
Rootaxcess guarantees 100% availability of individual servers within the Rootaxcess environment, excluding maintenance as defined below. For purposes of this SLA, only failures due to dedicated hardware and hypervisor layers delivering individual servers are covered. The individual server will be deemed 'available' if the dedicated and/or virtualization hardware and hypervisor layers delivering individual servers are available and responding to Rootaxcess monitoring tools as designed and in a non-degraded manner (as evidenced in the Rootaxcess monitoring tool).
“Maintenance” means Scheduled Maintenance or Emergency Maintenance. “Scheduled Maintenance” means any maintenance in the Rootaxcess datacenter of which Customer is notified at least 7 days in advance. “Emergency Maintenance” means any maintenance in the Rootaxcess datacenter that: (a) in Rootaxcess’ sole discretion, is necessary to avoid an immediate threat to the Rootaxcess datacenter or Customer’s server and (b) of which Customer is notified. Credits do not apply during Scheduled or Emergency Maintenance. As defined above.
30-Minute Support Response Time Guarantee
Rootaxcess guarantees Rootaxcess Support personnel shall review and update any Case submitted via the Rootaxcess trouble ticketing system within 30 minutes for EMERGENCY Cases and within 120 minutes for all other cases. EMERGENCY Cases are considered any Case where a server is down and unavailable. Rootaxcess may reclassify, at its sole discretion, any Case misclassified as an Emergency Case, and such Case will not qualify for EMERGENCY treatment. Resolution and repair times vary, and therefore not covered under this SLA.
In the event Rootaxcess fails to meet the Replacement Guarantee or customer experiences Server Downtime or Network Downtime as outlined herein, provided Customer follows the procedures outlined herein, Rootaxcess will apply a credit (“Credit”) to Customer’s account in an amount equal to the table below for cumulative downtime and corresponding percent credit of the Net MRC for the affected account for each cumulative minute of downtime or fraction thereof. “Net MRC” means the monthly recurring charge for hosting service for the server experiencing the issue excluding any add-on or optional services which are not included as part of the standard hosting plan but are included as part of such customer’s monthly recurring charge. The Credits described in this SLA will be Customer’s exclusive remedy and Rootaxcess’ entire liability for any breach of any warranty of performance or service contained in this SLA. In order to claim Credits, Customer must open a Rootaxcess SLA Request ticket at firstname.lastname@example.org within 14 days following the end of the downtime. Your trouble ticket must be titled “request for SLA credit” and describe the downtime, including the specific services effect, how the specific services were effected, and the start and end time of the downtime. All downtimes will be measured from the time the ticket is received and validated by Rootaxcess to the time Rootaxcess, in its sole discretion is able to resolve the issue. Customer may not receive more than one Credit per affected configuration per incident and in no event will Customer receive greater than one month’s Net MRC in Credit for any given month regardless of the number of incidents. Customer must be a Rootaxcess customer in good standing to receive the Credit. No Credit will be applied to accounts that are past due or for accounts that are canceled before the conditions for payment of the Credit are met. Upon cancellation of the Customer’s account, any outstanding or previously accrued Credits will be forfeited. Credits will be applied against purchases or renewals for which payment is due after the date the credit is applied. Credits will not be applied against past due balances.
Customer shall not be entitled to any Credit hereunder if Infrastructure Downtime or Network Downtime is caused by: (i) actions of the Customer or others authorized by Customer to use the Service under the Agreement; (ii) application, software, or operating system failure, (iii) the result of network maintenance activity, (iv) Denial of Service attack, hacker activity, or other malicious event or code targeted against Rootaxcess or a Rootaxcess Customer, or (vi failure of any Network or Internet Infrastructure not owned or managed by Rootaxcess. Server Hardware Replacement guarantee does not include time required to perform data restores and backups if applicable.
|Monthly Cumulative Response Delay||Monthly Cumulative Downtime||Service Credits|
* Time listed in minutes.