Service Level AgreementThe Bandus SLA is below, this page contains
information about what Bandus offers our customers, and explains our agreement
to them.
We
fully manage the server; you sell accounts, and you service those accounts, but
when problems arise we will help you fix them. We
will perform full proactive monitoring of the server, log files, kernel,
software installs, security updates, patches etc. leaving you to only worry
about running your business and not server administration.
Unmanaged is
just that. Hardware failures are our problem, but the software and services are
yours. We do not monitor, upgrade, or check logs etc. If you email us a question
on a customer problem we will offer to check it out and fix it for an
administrative fee of $100/hour an hour with a 1/2 hour minimum. Often times
will will opt to not charge anything for our services un an unmanaged server,
especially if it is a quick fix or simple question, however this is at our sole
discretion of if a charge will be involved and should be assumed that there will
be a charge for servicing an unmanaged account. We will always notify you of the
estimated fees ahead of time, before performing any work, and we will wait for
your confirmation that the charges are acceptable. Upon your confirmation, we
will begin the requested work.
You are free to customize the server
software in both managed and unmanaged environments to your liking, but please
be advised any actual code or configuration modifications to the base software
that we provide you, that results in damage and or malfunction of the server is
not covered by Bandus. This means you can configure Apache, cPanel,
mailserver, ftp, etc. software, but if you break it, and we have to fix it, you
will be charged our hourly rate of $99. If you are not sure EXACTLY what you are
doing, it is best to let us manage server software updates and configuration for
you. Managed or unmanaged server agreements do not cover breakage caused by user
code or configuration modifications to the server software environment. This
means if you break it, and we need to fix it, you will be charged our hourly
rate to fix it.
All servers include free emergency reboots. Unmanaged
servers include a remote reboot console so that you can perform reboots yourself
without having to contact Bandus.
We do not cover 3rd party software installs that we do
not supply, nor do we troubleshoot 3rd party software your clients may install.
Network Uptime is the total time in a calendar month that Bandus
network is available through the Internet, provided that Client has established
connectivity. Bandus takes responsibility for Network availability within
their network, however, we cannot be held liable for upstream problems, outside
of our network. Our guarantee is that our Network will be available to clients
free of Network Outages, that render 100% packet loss, 99% or greater, each
calendar month
Network Outages or Unscheduled Downtime is any unplanned
or unscheduled interruption in Service availability during which Client is
unable to access the services as described in the section titled “Network
Uptime” above. A Network Outage is defined as a period in which 100% packet loss
to our network is experienced, which is determined to have been caused by a
problem in Bandus’s Network as confirmed by Bandus. Downtime or outages are
measured as the total length of time of the unplanned interruption in service
availability in a calendar month.
Scheduled Downtime is any Bandus
scheduled interruption of services, for the purpose of network upgrades, or
replacement of any equipment in order to provide for you better service.
Scheduled downtime occurs during notified downtime periods, with as much advance
warning as possible. We strive to make at least 24 hours notice for Scheduled
Downtime, but sometimes this is not possible. An example of when we would not be
able to give 24 hours notice is for an extremely important security update that
needs to be patched immediately.
SLA Network Violation Credit occurs
when our network uptime guarantee is not met. Bandus will refund the customer
5% of the monthly fee for each hour of downtime (up to 100% of your monthly fee)
for network downtime provided that the customer has no outstanding invoices, and
the customer's account is in good standing. Network downtime is measured from
the time the network is 100% unreachable, until service is once again restored.
In order to request a performance credit, you must fill out our SLA violation
form, within 10 days of reported violation.To obtain this form, please open a
ticket at our helpdesk. SLA violations will be reviewed by our personnel Monday
– Friday 9AM to 5PM EST.
*Network violation SLA credit does not cover
server hardware failure.*
· Performance Credit exclusions: The following
are excluded from the monthly calculation of Service Availability:
·
Scheduled downtime
· Problems outside of Bandus’s network (upstream
providers, or client’s inbound connection) not effecting 100% loss to our
network
· Interruptions or failure of individual service caused by
client, their employees, client’s customers, etc. to their service. These
include misconfiguration, 3rd party software, client abuse or over utilization
of resources, hacked servers, attacks, exploits, or server hardware failures.
Server Hardware for Dedicated Servers is defined as the Processor(s),
RAM, hard disk(s), motherboard, NIC card and other related hardware included for
Dedicated Servers.
Hardware replacement will occur within 6 hours of the
reported problem, Bandus will refund 5% of the monthly fee per additional 6
hours of down time (up to 100% of customer's monthly fee). In order to reduce
replacement hardware downtime, we keep ample quantity of excess hardware and
systems on hand to swap out Hard disks or other hardware, so that your server
can be back up in the shortest amount of time.
In order to request an
SLA hardware violation credit, you must open a helpdesk ticket within 10 days of
reported violation. SLA violations will be reviewed by our personnel Monday -
Friday 9AM to 5PM EST.
*Hardware SLA violations do not cover network
violation*
Replacement is defined as returning the server to original
configuration when it was purchased. If hardware failure causes corrupted
Operating System, Data Files, or Configuration of server, Bandus will restore
the system to original state.
We will also attempt to assist in
recovering your customer's web sites from backup, provided you have backup
services as part of your hosting agreement, but make no guarantee to the
accuracy of the backups or that the backup data is in tact. The customer should
make appropriate backups of their data if their data is important or
irreplaceable.
Bandus is not expressly responsible for the restoration
of data to server, however as outlined above, we will assist you with trying to
recover it should you need our assistance. We strongly recommend that your
purchase backup options for your server, and keep copies of your data off-site
with you for emergency purposes. If hardware failure and data loss occurs, the
Customer is responsible for data restoration. Bandus shall not be liable for
loss of data under any circumstance.
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