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99.9% Uptime SLA
Network Uptime
IndiaLinks
guarantees that the network will be available 99.9% of the time in a
given month (no more than 60 minutes downtime per month), excluding
scheduled maintenance. After 60 minutes, IndiaLinks will refund the
customer 5% of the monthly fee for each 60 minutes of downtime (up to
50% of customer's monthly fee). Network uptime includes functioning
of all network infrastructure including routers, switches and cabling,
but does not include services or software running on your server. Network
downtime exists when a particular customer is unable to transmit and
receive data and IndiaLinks records such failure in the IndiaLinks online
support system. Network downtime is measured from the time the ticket
is opened by a customer (In Online Support System) to the time the server
is once again able to transmit and receive data.
Infrastructure Guarantee
IndiaLinks
guarantees that the critical infrastructure systems, including power
and HVAC, will be available 99.9% of the time in a given month (no more
than 60 minutes downtime per month), excluding scheduled maintenance.
After 60 minutes, IndiaLinks will refund the customer 5% of the monthly
fee for each 60 minutes of downtime (up to 50% of customer's monthly
fee).
Critical
infrastructure includes functioning of all power and HVAC infrastructure
including UPSs, PDUs and cabling, but does not include the power supplies
on customers' servers. Infrastructure downtime exists when a particular
server is shut down due to power or heat problems and IndiaLinks records
such failure in the Online Customer Support System. Infrastructure downtime
is measured from the time the customer opens a ticket regarding server
downtime to the time the problem is resolved and the server is powered
back on.
Hardware Guarantee
IndiaLinks
guarantees the functioning of all leased hardware components and will
replace any failed component at no cost to the customer. Hardware replacement
will begin once IndiaLinks identifies the cause of the problem. Hardware
replacement is guaranteed to be complete within 24 hours of problem
identification. In the event that it takes us more than 24 hours to
replace faulty hardware, IndiaLinks will refund the customer 5% of the
monthly fee for each 60 minutes of downtime (up to 50% of customer's
monthly fee).
Hardware
is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC
card and other related hardware included under the server lease. This
guarantee excludes the time required to rebuild a RAID array.
Managed Services
IndiaLinks
guarentees monitoring of all the standard services running on the server.
Third Party/non-standard softwares (custom softwares / modified softwares)
or services running via non-standard (third party / modified) softwares/packages
will not be monitored. IndiaLinks will offer technical support for all
Standard Services via online customer support system.
[Standard
services includes Web Server (http), SMTP Services, POP Services, DNS
Services, Database Services (MySQL/Postgres) which are installed by
IndiaLinks]
Please Note :
This SLA does not apply to delinquent customers and for accounts
which are not fully paid.
Money back gurantees of this SLA does not apply for Dedicated
Server Customers unless it is subscribed alongwith.
Service Level Assurance - FAQ
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How do new customers obtain the SLA?
All IndiaLinks customers are automatically covered by the SLA when
they purchase any services. SLA is valid only if payment is received
in full and before due date. (Moneyback gurantees does not
apply to Dedicated Server Customers)
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How much does the SLA cost?
The SLA is free to all IndiaLinks customers.
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How does the refund on the network and hardware guarantees work?
Uptime is counted in minutes per month. The network guarantee covers
uptime relating to provisioning of bandwidth through our multiple
providers, network hardware including router, switches, and cabling
and other hardware relating to the network infrastructure. The hardware
guarantee covers all hardware components to include processors, ram,
hard disks, motherboard, NIC card and other hardware as described
in the server specification.
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Is there a limit on the refunds I receive?
Yes, the limitations are as follows: 50% of the monthly fee in a given
month for network downtime. 50% of the monthly fee in a given month
for hardware downtime.
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Who do I contact regarding refunds?
Customers should contact our customer service department
by submitting a support ticket via our online customer support
system.
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Who is eligible for the SLA?
Any IndiaLinks customer who purchases managed hosting services from
IndiaLinks is covered by the SLA.
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What is the deadline to request a refund?
A request for a refund must be submitted within 7 days of a service
interruption.
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