Service Level Agreement

Service Level Agreement2016-01-15T12:49:13+00:00

[vc_row][vc_column][/vc_column][/vc_row][vc_row][vc_column][vc_column_text]Hardware Replacement Service Level Agreement

HyperDo Media guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 30 Minutes of identifying the problem. In the event that this guarantee is not met, HyperDo Media will issue a credit to be determined based on the circumstances. The amount of compensation may not exceed the customer’s monthly recurring charge. This guarantee does not include the time it requires to perform additional software related maintenance, including rebuilding web accounts from backups, cloning hard drives, reloading the operating system, reloading and configuring applications, or rebuilding RAID arrays.

Network Uptime Service Level Agreement

HyperDo Media guarantees network uptime to be 100%. This guarantee assures that all major routing devices within our network are reachable from the global internet 100% of the time.

Network SLA Exclusions

Many possible situations are completely beyond the control of HyperDo Media, and therefore are not in the scope of this SLA. These situations include:

Scheduled Network Maintenance – occasionally network maintenance will be required. HyperDo Media will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the e-mail 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. HyperDo Media 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 you choose to have HyperDo Media manage your server, occasional software updates will be required to address security or performance issues. Usually you 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 HyperDo Media initiates a “Denial of Service” or other form of disabling attack against your Dedicated Server or major portions of our network, HyperDo Media will do everything in its power to stop the attack, but cannot guarantee a resolution time.

Legal Actions – In the case that a legal action is taken against a customer of HyperDo Media and HyperDo Media is required to act in accordance with the order, HyperDo Media shall not be responsible for any SLA damages.

cPanel Issues – if you choose to run cPanel and Web Host Manager on your Dedicated Server, the default install will be configured for automatic updates of cPanel related software. On occasion, one of these automatic updates could adversely affect all or part of the cPanel related software on your server. HyperDo Media will do whatever is necessary to fix any cPanel related problems, but cannot guarantee a resolution time.

Network SLA Remedy

In the event that HyperDo Media does not meet this SLA, Dedicated Hosting clients will become eligible to request compensation for downtime reported by service monitoring logs. If HyperDo Media is or is not directly responsible for causing the downtime, the customer will receive a credit to be determined at the time based on circumstances.

All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer’s monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of HyperDo Media Terms of Service or if the account is in default of payment.

Response Time SLA’s

HyperDo Media’s fully-managed and core-managed customers are covered by three types of initial response time guarantees:

UptimeRobot Initial Response Time Guarantee (15 minutes)

– We respond to UptimeRobot’s notice that there is a server issue.

PhoneEmail Callback Time Guarantee (30 minutes)

– We respond to your email, text message, and or phone call to let you know that we are on the issue and working quickly to resolve it.

Compensation

All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer’s monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of HyperDo Media Terms of Service or if the account is in default of payment. Duplication of SLA compensation is not allowed. Only one SLA credit may be given per incident. For example: if a network outage SLA event and a phone SLA event happen simultaneously. SLA compensation will only be given for one of the events.

HyperDo Media utilizes some third party services to provide responses to customers. If a third party system’s failure prevents HyperDo Media from honoring the Response Time SLA requirements the SLA event will be ineligible for compensation.[/vc_column_text][/vc_column][/vc_row]

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