Version 2.0
Updated: March 20, 2009
(This SLA pertains to Service orders signed after March 20, 2009. Service orders signed before March 20, 2009 please click here for our previous SLA)
INetU takes our responsibilities to our Clients very seriously and is proud to offer one of the most comprehensive Service Level Agreements ("SLA") in the industry. We are committed to providing our clients with the reliable hosting services, facilities, network and secure infrastructure. Our facilities, processes and policies have undergone thorough and independent audits earning INetU an unqualified SAS70 Type II certification as well as PCI DSS certification. This SLA includes our promises. Should we fail to meet any of these promises, we will issue a service credits outlined below.
INetU is proud to offer an all Cisco network. Our systems have been designed for performance, reliability and security. Our network is fully redundant from the distribution level up. INetU promises our network to be available and performing well100% of the time, excluding scheduled maintenance, as set out more fully below. The INetU Network Guarantee covers the outbound portion of your edge device to the outbound portion of our edge routers, excluding Client maintained devices. If INetU fails to meet these standards, INetU will issue the following service credits:
INetU guarantees an average internal Network latency of 25 milliseconds (25 ms) or less. If INetU fails to maintain average transmission latency of less than 25 milliseconds on any given day, INetU will provide a service credit equal to 1 days worth of monthly recurring service fees for the affected service.
INetU guarantees an average of 1% or less packet-loss for all valid data packets within INetU's Network over any given day. On any day where your packet loss averages over 1%, INetU will provide a service credit equal to 1 days worth of monthly recurring service fees for the affected service.
INetU guarantees outbound Internet connectivity will be available 100% of the time in any given month. For each hour of Internet connection unavailability, INetU will provide a service credit equal to 1 days worth of recurring service fees for the affected service.
INetU uses only high quality server hardware and network components from manufacturers such as HP, Dell, Cisco, Intel, Adaptec, Seagate, 3COM and ASUS. INetU maintains an on-site spare components inventory to replace failed hardware and network devices.
INetU guarantees the 100% functioning of all provided hardware components and will replace any failed components at no cost to the Client within 1 hour of INetU's problem determination for all supported hardware platforms. Hardware is defined as processors, RAM, Hard Disks, Power Supplies, Motherboard, Network cards and other related supported hardware under this Agreement. INetU may use substitute components while actual components are cross-shipped to the manufacturer.
This guarantee only applies to INetU standard configurations including INetU built servers, Dell Power edge 2950, Dell R200, Dell R300, Dell R410, Dell R510, Dell R710, Dell MD3000i, HP DL320G5p, HP DL360, HP DL380 servers, CISCO dedicated switches, CISCO ASA firewalls and Cisco CSS and ACE load balancers. This Guarantee will begin upon INetU's problem determination and will not apply if INetU and Client agree to a maintenance window to perform replacement service. Others items will be covered only if expressly stated in the Service Order. INetU can, at extra cost, supply service contracts on other Cisco, DELL and HP custom configurations.
If INetU fails to replace the failed components within 1 hour, INetU will issue a service credit equal to 1 days of recurring service fees for the affected service.
INetU guarantees 100% availability on its central Domain Name Services (DNS). This guarantee does not apply to custom DNS services configured on Client servers or scheduled maintenance on DNS. For each hour of DNS system unavailability, INetU will provide a service credit equal to 1 day of recurring service fees for the affected service.
INetU guarantees that its facilities will have power available 100% of the time. For each hour of power unavailability, INetU will provide a service credit equal to 1 day of recurring service fees for the affected service. This guarantee only applies to facility power and does not cover outages caused by power supply failures on client servers.
INetU guarantees that its environmental systems will be available 100% of the time. For each hour that INetU fails to maintain a temperature between 60F and 80F degrees in the cold or intake aisles, INetU will provide a service credit equal to 1 day of recurring service fees for the affected service.
INetU guarantees that it will maintain a secured access facility 100% of the time. INetU promises to maintain strict access control mechanisms including dual factor access control to enter our offices and dual factor authentication including biometric technology to access all data facilities. INetU also guarantees it will provide camera surveillance inside all data facilities and covering all ingress and egress points. For any day that INetU fails to meet this guarantee it will provide a service credit equal to 1 day of recurring service fees for the affected service.
INetU guarantees it will provide technical staff 100% of the time in our operations department to assist our clients with issues 24x7x365. For any instance which INetU fails to maintain technical staff, INetU will issue a service credit equal to 1 day of recurring service fees for the affected service.
INetU will respond to emergency service and reboot requests within 30 minutes 100% of the time. Emergency service requests are defined by unique requests for support on servers that are down. This guarantee will only apply to emergency tickets submitted through our client center with the emergency option selected, or requests delivered over the phone to a member of the INetU technical staff where the client clearly states the issue is an emergency and that emergency is documented by our staff. Credits may be limited in cases where downtime is caused by Client errors or willful conduct. If INetU fails to respond to such a request within 30 minutes, INetU will issue a service credit equal to 1 day to recurring service fees for the affected service.
INetU will be the sole and final judge as to when guarantees under this SLA apply. Credits will only be issued for directly affected Servers. INetU's liability will be limited to 100% of the recurring service fees for the directly affected Servers in the month which the guarantees were not met (credits cannot be carried over from month to month) and will exclude any scheduled maintenance or outages caused by clients' errors or omissions. Clients who do not follow the corrective action recommended by INetU may not qualify for credits under this SLA. All requests for credits under this SLA must be submitted to your account manager or sla@inetu.net within 10 business days so the issue can be properly investigated. All e-mails sent to sla@inetu.net will be acknowledged within 3 business days, otherwise please resubmit your request to your account manager.