Service level agreement

Overview

We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations. The following is a summary of the kinds of levels of service that HQserv offers its customers to ensure maximum availability and performance. Please contact customer support for additional information and terms regarding the HQserv SLAs.

Network availability

We guarantee that our network will be available 99% of the time (excluding scheduled maintenance and emergency maintenance). If we incur an outage to the HQserv network, HQserv will credit the affected customer 1/30th of the recurring base monthly fee paid by the customer for the affected network services for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments).

Network uptime comprises the functioning of all network infrastructure including cabling, switches and routers. Services or software running on a customer's server are not included in the definition of HQserv network. Network downtime exists if a customer's server is unable to transmit and receive data and a ticket is opened for the incident in the HQserv ticket tracking system. Network downtime is measured from the time the ticket is opened regarding downtime to the time the problem is resolved.

Infrastructure guarantee

We guarantee that the HQserv critical environmental systems, including power and HVAC, will be available 99% of the time (excluding scheduled maintenance and emergency maintenance). If an outage occurs due to critical system failure, HQserv will credit the affected customer 1/30th of the recurring base monthly fee paid by the customer for the affected critical systems for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments).

Critical systems include functioning of all power and HVAC infrastructure including UPS equipment and cabling. Power supplies of individual servers are not included. Critical systems downtime exists when a customer's server is shut down due to power or heat problems and a ticket has been opened for the incident in the HQserv ticket tracking system. Critical system downtime is measured from the time the ticket is opened regarding server downtime to the time the problem is resolved and the server comes back online.

Hardware guarantee

We guarantee the proper function of a customer's leased hardware components provided by HQserv and will replace any failed component at no cost to the customer. The replacement process will begin when the cause of the problem has been determined. Hardware replacement is guaranteed to take no more than 2 hours. In the event that it does take HQserv more than 2 hours to replace faulty hardware, HQserv will credit the affected customer 1/30 of the recurring base monthly fee paid by the customer for the faulty hardware per additional 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments).

Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related components included under the server lease.

Conditions

This web page is an overview of our service level agreement. Delinquent customers may not take advantage of our SLA. All credits must be requested by the customer within 3 days of the reported downtime, and the downtime must be from a single occurrence.

Please contact your account manager for additional information and terms regarding the HQserv service level agreement.