During every service month, the network associated with your Pair Networks dedicated server will be up 100% of the time, excluding scheduled maintenance. This guarantee covers everything from the outbound network port of your server, to the outbound port of the datacenter border routers and includes all network hardware managed by us, including the switches, routers, and power systems associated with providing network services to your server. For every 30 minute segment we are unable to maintain this SLA, we will credit your account for five percent (5%) of the monthly fee — up to a maximum of 100% of your monthly fee — for the affected server.
Failed Hardware Replaced in 60 Minutes
All of our servers are monitored every minute of every day. If we detect a hardware failure with a Pair Networks dedicated server, including hard drives, we will repair or replace the server within 60 minutes. If we fail to completely repair or replace your server within 60 minutes of detecting the failure, you will receive an account credit in the amount of ten percent (10%) of the monthly fee — up to a maximum of 100% of your monthly fee — for the affected server, starting after the first 60 minutes, for every additional 30 minutes it takes to repair or replace the server.
Datacenter Power and Climate Control
All of our datacenters feature fully redundant power and climate control systems. Additionally, every server we deploy features multiple, hot-swappable, fully-redundant power supplies. Your Pair Networks dedicated server will be powered in a climate controlled environment 100% of the time, excluding scheduled maintenance and hardware replacement. For every 30 minute segment we are unable to maintain this SLA, we will credit your account for ten percent (10%) of the monthly fee — up to a maximum of 100% of your monthly fee — for the affected server.
Customer Service Response Time
E-mail sent to email@example.com — opening a new ticket request regarding an outage or downtime — will receive an initial response by a support representative within 15 minutes. For every 15 minutes beyond the initial 15 minutes for a new ticket to receive an initial response, a credit in the amount of five percent (5%) of the monthly fee of the affected server — up to a maximum of 100% of your monthly fee — will be earned.
How Credit is Applied
In order to receive your SLA credit you must contact the Pair Networks billing department — firstname.lastname@example.org — within 5 business days to report your outage or a lack of performance on our part. We will then investigate and confirm the issue. Any downtime associated with requested upgrades, customer errors or misconfigurations, emergency software patches or scheduled upgrades or outages, will not count toward an SLA credit. Credits for downtime, outages, or lack of performance will only be applied based on the primary reason for the outage — outage credits can not be combined. Any credits applied will only be based on the specific Pair Networks dedicated server affected, and will not include an add-on services or services associated with other servers or hosting accounts.
Please contact us with any questions or comments regarding this SLA.