Server Hardware Replacement
The processor(s), RAM, hard disk(s), motherboard, NIC card, and Power Supply (“Server Hardware”) for your servers(s) will function properly at all times (except during Maintenance Windows). This guarantee does not cover time required to perform applicable data restores and backups if required to replace faulty Server Hardware. Any Aplus.Net breach of this guarantee will be referred to as a “Server Hardware Breach.”
Power and HVAC Availability
The power and HVAC systems for your server(s) (“Power System”) will function properly at all times (except during Maintenance Windows). Any Aplus.Net breach of this guarantee will be referred to as a “Power System Breach.”
99.9% Network Uptime
The network for your server(s) will be functioning and available 99.9% of the time in any given month (except during Maintenance Windows). Any Aplus.Net breach of this guarantee will be referred to as a “Network Uptime Breach.”
Server Delivery
Your server will be setup in our data center, connected to the internet, with the operating system and control panel in place within 24 hours of our receipt of your signed paperwork. This guarantee is not applicable to custom server configurations or custom software applications. Any Aplus.Net breach of this guarantee will be referred to as a “Server Setup Breach.”
Remedies
For every hour your server experiences either a Server Hardware Breach, Power System Breach, Network Uptime Breach, or Server Setup Breach, we will deduct 5% off (a “Downtime Credit”) your next month’s charges for basic hosting services, up to 100% of such charges. Downtime Credits may not be applied against fees for add-on services/hardware such as additional RAM, HDD, etc.
Procedures
In order to qualify for a Downtime Credit, you must submit a Trouble Ticket to Aplus.Net (via your control panel or by calling Aplus.Net Customer Care at (866) 566-8766). The length of each Server Hardware Breach, Power System Breach, Network Uptime Breach, or Server Setup Breach (each a “Breach”) will be measured from the time the Trouble Ticket is received and validated by Aplus.Net technicians to the time Aplus.Net, in its sole discretion, considers the issue resolved.
Limitations
You may qualify for Downtime Credits for more than one type of Breach, but the total of Downtime Credits given in any one month may never exceed 100% of your charges for basic hosting services for that month.
Exceptions
Downtime Credits may not be issued (and any applicable Downtime Credits will be forfeited) if your account is past due or your account is suspended or cancelled by Aplus.Net for violating Aplus.Net policies. In addition, Downtime Credits may not be issued if a Breach arises out of (a) any action taken by you or another person authorized to access your account, (b) the failure of systems, internet infrastructure, network equipment, power, facilities, connections or services provided by a third party to Aplus.Net, or (c) application, software, or operating system failures, denial of service attacks, hacker activity, or other malicious events.
Maintenance Windows
Aplus.Net ”Maintenance Windows” Include both Scheduled Maintenance Windows (i.e., you receive prior notice) and Emergency Maintenance Windows (i.e., because of immediate threats to Aplus.Net systems or to your server you receive no prior notice). Note that any Emergency Maintenance Window lasting more than two hours is also considered a Breach, and the Remedies, Procedures, Limitations, and Exceptions section of this SLA will apply.
General
This Service Level Agreement (“SLA”) is between Aplus.Net (“Aplus”, “we”, “us”, or “our”) and you (“Customer”, “you”, or “your”). Terms not defined in this Agreement are defined in our Terms of Service, Acceptable Use Policy, Copyright Infringement Policy, and our Privacy Policy, each of which is incorporated herein by this reference. This Agreement supplements, but does not replace these agreements. To the extent we provide software or other items or services to you, you may be bound by additional terms and conditions imposed by our licensors. These terms and conditions are also incorporated herein by reference. We are happy to provide you with these additional terms and conditions on request.
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