EDGE HOSTING SERVICE LEVEL AGREEMENT (SLA)
At Edge, we understand that placing your mission critical hosting environment in someone else’s hands takes a leap of faith. Your hosting environment is critical to your business and your customers and we’ll treat it as such. The service level agreement (SLA) below is our contractual obligation demonstrating that we deliver on our promises and commitments with a money back guarantee.
Edge will maintain and guarantee the following metrics of availability as part of our managed hosting service offering:
100% NETWORK AVAILABILITY
We guarantee that network access to your servers and services shall be available 100% of the time, excluding emergency and scheduled maintenance. This includes all devices we provide that participate in delivery of your services including, but not limited to, our internet providers, routers, switches, cabling, firewalls, intrusion detection systems, intrusion prevention systems, web application firewalls, and load balancers.
Our Guarantee: If your ability to send and receive traffic is unavailable for more than 30 minutes, we will credit your account 1/30th of the monthly fees for each 30 minutes of downtime – up to one full month fees in a given billing period for the affected server(s) or service.
100% FACILITY AVAILABILITY
We guarantee all facility and infrastructure protecting your availability including UPS power, generators, transfer switches, PDUs, HVAC cooling, dry coolers, biometric physical security, video surveillance, and fire protection will be available 100% of the time, excluding emergency and scheduled maintenance.
Our Guarantee: Should the availability of your services be impacted for more than 30 minutes due to the failure of any infrastructure component, we will credit your account 1/30th of the monthly fees credit for each 30 minutes of downtime, up to one full month fees in a given billing period for the affected server(s) or service.
100% HARDWARE AVAILABILITY
For dedicated hardware, we guarantee the functioning of all server hardware components and firewalls we provide, and will replace any failed component at no cost. This includes, but is not limited to, servers, motherboard, memory, hard drives, raid controllers, NIC cards and firewalls. The replacement will be initiated as soon as hardware is determined to be the cause of the problem. The new hardware shall be in place within one hour. Colocated and customer provided equipment is excluded from the hardware SLA.
Our Guarantee: Should the availability of a server or service be impacted for more than 30 minutes due to the failure of covered hardware, we will credit your account 1/30th of the monthly fees credit for each 30 minutes of downtime up to one full month fees of the affected server(s) in a given billing period.
MANAGED BACKUP AVAILABILITY
We shall provide backup services as included in the managed services set out on your order and invoice. Please note that different services have different backup retention times.
Our Guarantee: We will credit your account for a full month of management fees for the affected server should backups included with your service be unavailable when you request them for that server.
The fine print: Total credit in a billing period shall not exceed the fees invoiced in that period. You must request a credit within 5 days of the downtime event. This SLA is your sole and exclusive remedy for issues covered by it. The SLA does not apply to accounts with a past due balance. THIS SLA DOES NOT APPLY TO ISSUES RELATED TO OR CAUSED BY A THIRD PARTY’S NETWORK, HARDWARE, OR FACILITY, AND EDGE WILL NOT BE LIABLE OR RESPONSIBLE FOR ANY THIRD-PARTY OUTAGES.
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