Service Level Agreement – Dedicated Server
The remedies set forth in this SLA are your sole and exclusive remedies for any failure of the service.
99.99% network uptime
Service credits: three times (3x) the period in excess of this guarantee.
Maximum refund of a month equals to 50% of one-month monthly subscription charge.
Definition of Failure
- There is no dial-up or broadband visitor can make any connection to the server (such as PING test) for over 15 minutes; and
- There is no Internet traffic to the server.
In case there is no service failure, any extra work requested by the client will be considered as system maintenance work. Dataplugs reserves the rights to bill the clients for the services based on the service charge mentioned in the website.
Ticket Response Time
Dataplugs guarantees that our customer will be provided with live technical support 24 hours per day every day of the year. We aim to provide all customers with rapid and efficient technical assistance at all times, where response times are measured in minutes. We also guarantee that the maximum response time to any new support request within a 4 hour time frame (6 hours out of office hours).
Response times are measured from the time the ticket was created in our helpdesk until the time an engineer logs an initial response within the ticket. This response will usually indicate findings of the engineer’s preliminary investigation into your issue. Our technical experts aim to resolve all issues as expeditiously as possible.
If multiple tickets are opened about the same or the problem seems to be somewhat closely related we may merge the tickets into one issue. Any such superfluous tickets will be closed and excluded from this guarantee.
Server Hardware Replacement
Dataplugs guarantees the functioning of all hardware, including servers, CPU’s, cabling and associated server hardware, firewalls, load balancers, and storage area networks, and will replace any failed component at no cost to client within four hours following Dataplugs’s receipt of client’s support ticket concerning the hardware issue and Dataplugs’s identification of the failed hardware (the “Replacement Guarantee”). “Hardware” means the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware listed in the Service. The Replacement Guarantee does not include the time required to rebuild a RAID array or the reload of the operating systems and applications or changes to hardware during Maintenance.
Power and HVAC Availability
Dataplugs guarantees that its power and HVAC systems will be available 100% of the time in a given month, excluding Maintenance, as defined below. “Infrastructure Downtime” means: (a) the Dataplugs power or HVAC systems are not available and (b) Client submits a Dataplugs support ticket detailing the unavailability of the Dataplugs power or HVAC systems resulting in client downtime. Infrastructure Downtime does not include downtime issues related to power supplies on client’s servers, load balancers, or switches.
Service Credit Conditions
A refund for failure to achieve the service levels will NOT be payable where such failure is a result of the scheduled service or maintenance of any of Dataplugs’s equipment which affects the uptime of the service.
A refund for failure to achieve the service levels will (without limitation) NOT be payable where such failure is caused by any of the following:
- A failure in the client’s Internet Services Provider (ISP) or Local Area Network;
- Any failure of China local end circuit;
- Any failure of Hong Kong local end circuit;
- Any act of God which results in the failure of the service;
- Failure of scripts provided by the client;
- “Hacking” or other security lapse on the client’s servers or networks;
- Computer virus attacks from external sources via the Internet;
- Failure of software configuration;
- Server overloading (e.g. CPU usage above 85% for a certain period of time)
- Mail “bombs” or mail “spamming” (unsolicited e-mails) on the client’s servers.
Dataplugs shall not be liable for any consequential or indirect loss or damage of the client (Subscriber) caused by the failure of service.
To request for service credits must be submitted in writing to our billing department within 2 business days of the related incident. You must open a support case during the failure in question, including detailed information about the problem experienced and steps to reproduce the error symptoms. In most circumstances this will be considered as the start time for the downtime.
Service credits are non-transferable and may only be applied to future service delivery on the account they’re issued to, and cannot be exchanged for cash or other forms of payment. Any outstanding or previously accrued service credits will be forfeited upon cancellation of the Customer’s account.