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Service Level
Agreement
Service
Level Agreement ( SLA )
Web-Mantra is breaking new ground
within the low-cost dedicated
server marketplace. Many other
dedicated server providers cut
costs, and one way they do this
is to not provide any guarantee
or service level to their clients.
You will notice that other providers
will offer no Service Level Agreement
at all on their lower-cost dedicated
servers. We offer the same quality
of service, and same support options
to all of our clients, to continue
this commitment to service we
offer a standard Service Level
Agreement (SLA) on all of our
servers. This is our guarantee
and commitment to you! |
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| Network
Uptime & Availability |
Web-Mantra guarantees that the Web-Mantra
network will be available 99.9%
of the time in any month, excluding
scheduled maintenance. Any downtime
beyond this, Web-Mantra will credit
the customer 5% of the monthly
fee for that server for each additional
30 minutes of downtime (up to
100% of the customer's monthly
fee). Network uptime includes
- routers, switches, and cabling,
but DOES NOT include software
or services running on your server.
Network downtime is identified
when a customer's server is unable
to transmit and receive data due
to the failure of a router or
switch, and at which time Web-Mantra
records such a failure in the
Web-Mantra customer Trouble Ticket
System. Network downtime will
be timed from when the support
team is contacted about the problem,
until the time the server is able
to transmit and receive data. |
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| Infrastructure
Uptime & Availability |
Web-Mantra
guarantees that Web-Mantra critical infrastructure
systems, including power and HVAC will
be available 99.9% of the time in any
month. Any downtime beyond this, Web-Mantra
will credit the customer 5% of the monthly
fee for that server for each additional
30 minutes of downtime (up to 100% of
the customer's monthly fee). Critical
infrastructure systems include - power,
HVAC, including uninterruptible power
systems, power distribution systems,
and cabling but DOES NOT include individual
power supplies located within customer's
servers. Infrastructure downtime is
identified when a customer's server
shutdown due to power or heat problems.
Infrastructure downtime will be timed
from when the ticket is opened within
the ticket system, until the time the
server online and power restored. |
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| Hardware Guarantee |
Web-Mantra
guarantees all components within a customer's
server and will replace any failed components
at no cost to the customer. Hardware
replacement will commence once a Web-Mantra
engineer identifies the cause of the
failure. Hardware replacement is guaranteed
to be completed within the same day
of the problem being identified. In
the unlikely event that it takes us
over one day to replace faulty or failed
hardware, Web-Mantra will credit the customer
5% of the monthly fee for that server
per additional hour of downtime (up
to 100% of the customer's monthly fee).
Hardware is defined as Processor(s),
Motherboard, RAM, Hard Disk(s), Network
Card and any other hardware included
under the server's rent. Data restoration,
including RAID array rebuilds is excluded
from this guarantee. |
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| Reboot &
OS Restore Guarantee |
In the event
that a customer requests a hard manual
reboot of their server, Web-Mantra guarantees
that the reboot will be performed within
1 hour of the reboot request ticket
being opened. This guarantee is valid
for up to 3 manual reboots per customer.
After this limit is reached, the reboots
are completed on a priority basis. In
the event of a lost password, the password
can be reset for an additional fee.
OS Restores will be performed within
their 0 - 4, or 0 - 6 hour timeslots
respectively - please note that OS Restores
are not included within routine support
and have associated charges, OS Restores
DO NOT include restoration of any client
data. In the unlikely event that it
takes us over the allotted hours to
perform these functions, Web-Mantra will
credit the customer 5% of the monthly
fee for that server per additional hour
(up to 100% of the customer's monthly
fee). |
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- PLEASE NOTE THAT
THIS SLA DOES NOT INCLUDE ANY CUSTOMERS
IDENTIFIED AS DELINQUENT! -
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