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GigeNET's SLAs — Better Than a Promise

GigeNET's Service Level Agreements define exactly what you can expect from us — and what happens if we don't deliver. Four SLAs cover service management, hardware replacement, network availability, and support response times. Read the full terms below, or jump to the section that matters most to you.

Awesome Service Management SLA Hardware Replacement SLA Network SLA Support and Remote Hands SLA

Awesome Service Management SLA

1. Coverage and Definitions

This Service Level Agreement (“SLA”) applies to you (“Customer”) if you have ordered a managed dedicated server (the “Services”) from GigeNET (the “Company”) and your account is current (i.e., not past due).

2. Service Level

a. Goal:

GigeNET is a managed services provider. Our goal is to provide fast, comprehensive troubleshooting and resolution for any issues that you have with your server(s). Contact us by opening a ticket in your personalized Client Portal, via [email protected], or by telephone: 1-800-561-2656. Our engineers have extensive training and hands-on experience with a wide range of hardware, operating systems, and server software applications. GigeNET will make every attempt to provide support for any issue that you may encounter, however we can only guarantee resolution for issues which we have necessary experience and/or training for. These items are listed below

b. Covered Issues:

  • Hardware: All hardware components that we install will be supported and covered under GigeNET’s Awesome Hardware Replacement SLA tier.
  • Network & Power: GigeNET’s network and power systems are monitored around the clock and routinely maintained. Both network & power availability are covered by GigeNET’s Awesome Network and Power Availability SLA tier.
  • Operating System: The following operating systems will be installed with the latest updates & security patches. In addition, our support team will schedule updates with the client to make sure the OS is secured and compatible with the client’s use case. Manual updates, security patching, security policy configurations, OS re-installs, and troubleshooting OS issues is covered for: Windows Server 2003, Windows Server 2008, CentOS, Fedora, Red Hat Linux, Debian, Ubuntu, and FreeBSD.
  • Software: Considering the number of available software applications on the internet today, it is simply not possible to be able to know them all. While our engineers are very good at researching issues for unsupported software, we cannot guarantee a resolution for issues with any software other than what is listed here: cPanel/WHM, Fantastico, Webmin, Plesk, DirectAdmin, Helm, Interworx, Virtuozzo, SQL, mySQL, PHP, Apache, IIS, Litespeed Web Server, APF Firewall, CSF Firewall, IPFW, IPTables, Windows Firewall, R1Soft CDP.
  • Other Issues: GigeNET also provides support for DNS, server migrations, security audits, load balancing, and all add-on services, which are available for purchase.
  • Non-Covered Issues: GigeNET will not provide technical support or troubleshooting for any custom software applications. Only publicly available, open source or commercial software will be supported. If you have custom-coded software installed on your server, it will be your responsibility to install, maintain, and troubleshoot it unless a custom service contract has been arranged with GigeNET.

3. Exceptions

GigeNET will make available all of our technical resources to support your server(s). GigeNET retains the right to determine how much support we will provide. If a Customer abuses our support policies, causing a degraded level of support for other customers due to the frequency and nature of their own requests, GigeNET may be required to give the abusive customer a lower level of priority in the support queue and/or require payment to troubleshoot specific issues. As a general rule of thumb, GigeNET allocates enough support staff to provide up to two hours of support per server per month.

Hardware Replacement SLA

1. Coverage and Definitions

This Service Level Agreement (“SLA”) applies to you (“Customer”) if you have ordered any virtual web hosting, VPS, or dedicated server services (the “Services”) from GigeNET (the “Company”) and your account is current (i.e., not past due). As used herein, the term “Replacement Time” means the amount of time in minutes that it takes the Company to replace defective server components with working components of the same or better quality and performance characteristics, as measured by the Company.

2. Service Level

a. Goal:

The Company’s goal is to to provide rapid hardware replacement of defective computer components in Company owned servers.

b. Remedy:

The Company offers a two tiered SLA. The highest tier of service (“Awesome SLA”) is reserved for Customers who have purchased a management package (for more information on management plans, click on this link). The other tier (“Essential SLA”) is offered to all customers who are not subject to a management plan at the time of the outage.

Subject to Sections 3 and 4 below, if the Replacement Time for defective server components exceeds one (1) hour for managed services Customers or two (2) hours for all other Customers from the time at which a request to replace said components is made by the Customer, Company will issue a credit to Customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:

Replacement time

  • 0 to 1 Hour
  • 1 to 2 Hours
  • 2 to 4 Hours
  • 4 to 6 Hours
  • 6 to 16 Hours
  • 16 to 24 Hours
  • 24+ Hours

Essential SLA Credit Percentage

  • 0%
  • 0%
  • 5%
  • 10%
  • 25%
  • 50%
  • 100%

Awesome SLA Credit Percentage

  • 0%
  • 5%
  • 10%
  • 25%
  • 50%
  • 100%
  • 100%

3. Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency to meet the Replacement Time guidelines above which is caused by or associated with:

a. Circumstances beyond Company’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, denial of service attacks, hackers, viruses, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts), or inability to obtain raw materials or supplies used in or equipment needed for provision of this SLA;

b. Scheduled maintenance and emergency maintenance and upgrades;

c. Customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of Company’s Terms and Conditions and Acceptable Use Policy;

d. Insufficient information provided by the Customer to authenticate the validity of their request, including without limitation, Customer’s account information, logins and passwords needed to access equipment, correct equipment identification, missing or invalid IP address(es);

e. Inability to communicate with Customer by phone, email, or chat.

4. Credit Request and Payment Procedures

To receive a credit for a breach of this SLA, the Customer must make a request in writing by submitting a support ticket at clientportal. The ticket MUST include the domain name of the Customer’s account, the Customer’s account number, the date & time(s) of breach of the SLA, and the ticket must be submitted by an authorized contact on the account. Requests for credit must be properly submitted according to these terms and received by Company within ten (10) business days after the breach occured. If the breach is confirmed by Company, credits will be applied within two billing cycles after Company’s validation of the Customer’s credit request. Credits are not refundable and can be used only towards future billing charges.

Notwithstanding anything to the contrary herein, the total amount credited to Customer in a particular month under this SLA shall not exceed the total fees paid by Customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to Customer or collected by Company and are Customer’s sole and exclusive remedy with respect to any failure or deficiency in the Availability of Customer’s Services.

Network SLA

1. Coverage and Definitions

This Service Level Agreement (“SLA”) applies to you (“Customer”) if you have ordered any virtual web hosting, VPS, dedicated server, or co-location services (the “Services”) from GigeNET (the “Company”) and your account is current (i.e., not past due). As used herein, the term “Availability” means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the Customer’s Services are available for access from the internet, as measured by the Company.

2. Service Goal

a. Goal:

The Company offers a two tiered SLA. The highest tier of service (“Awesome SLA”) is reserved for Customers who have purchased a management package (for more information on management plans, click on this link). The other tier (“Essential SLA”) is offered to all customers who are not subject to a management plan at the time of the outage. The Company’s internal goal is to achieve 100% Availability for all customers regardless of guarantees and SLAs.

b. Remedy:

Subject to Sections 3 and 4 below, if the Availability of Customer’s Services is less than 99.95% for managed services Customers covered under GigeNET’s Awesome SLA (or less than 100% for Customers covered under GigeNET’s Awesome SLA with High Availability Guarantee) or less than 99.5% for all other Customers, Company will issue a credit to Customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:

Availability

  • <100%
  • <99.95%
  • <99.5%
  • <98%
  • <95%
  • <90%
  • <85%

Essential SLA Credit Percentage

  • 0%
  • 0%
  • 5%
  • 10%
  • 25%
  • 50%
  • 100%

Awesome SLA Credit Percentage

  • 0%
  • 5%
  • 10%
  • 25%
  • 50%
  • 100%
  • 100%

Awesome SLA w/ HA Guarantee Credit Percentage

  • 5%
  • 10%
  • 25%
  • 50%
  • 100%
  • 100%
  • 100%

The HA Guarantee is offered by the Company on any Company engineered solution that includes high availability.

3. Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Availability caused by or associated with:

  • a. Circumstances beyond Company’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, denial of service attacks, hackers, viruses, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts), or inability to obtain raw materials or supplies used in or equipment needed for provision of this SLA;
  • b. Scheduled maintenance and emergency maintenance and upgrades;
  • c. DNS issues outside the direct control of Company;
  • d. Issues with FTP, POP, IMAP, or SMTP customer access;
  • e. False SLA breaches reported as a result of outages or errors of any Company measurement system;
  • f. Customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the
    Services in breach of Company’s Terms and Conditions and Acceptable Use Policy;
  • g. E-mail or webmail delivery and transmission;
  • h. DNS(Domain Name Server) Propagation;
  • i. Outages elsewhere on the Internet that hinder access to your account. Company is not responsible for browser or DNS caching that may make Customer’s Services appear inaccessible when others can still access it. Company will guarantee only those
    areas considered under the control of Company: Company server links to the Internet, Company’s routers, and Company’s servers;
  • j. Failures of server hardware (See Hardware Replacement SLA for hardware coverage).

4. Credit Request and Payment Procedures

To receive a credit for a breach of this SLA, the Customer must make a request in writing by submitting a support ticket at clientportal. The ticket MUST include the domain name of the Customer’s account, the Customer’s account number, the date & time(s) of breach of the SLA, and the ticket must be submitted by an authorized contact on the account. Requests for credit must be properly submitted according to these terms and received by Company within ten (10) business days after the breach occured. If the breach is confirmed by Company, credits will be applied within two billing cycles after Company’s validation of the Customer’s credit request. Credits are not refundable and can be used only towards future billing charges.

Notwithstanding anything to the contrary herein, the total amount credited to Customer in a particular month under this SLA shall not exceed the total fees paid by Customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to Customer or collected by Company and are Customer’s sole and exclusive remedy with respect to any failure or deficiency in the Availability of Customer’s Services.

Support and Remote Hands SLA

1. Coverage and Definitions

This Service Level Agreement (“SLA”) applies to you (“Customer”) if you have ordered any virtual web hosting, VPS, dedicated server, co-location, or DDoS protection services (the “Services”) from GigeNET (the “Company”) and your account is current (i.e., not past due). As used herein, the term “Response Time” means the amount of time in minutes that it takes the Company to acknowledge receipt of and dispatch qualified personnel to begin work on a written request for technical support or remote hands, as measured by the Company.

2. Service Level

a. Goal:

The Company offers a two tiered SLA. The highest tier of service (“Awesome SLA”) is reserved for Customers who have purchased a management package (for more information on management plans, click on this link). The other tier (“Essential SLA”) is offered to all customers who are not subject to a management plan at the time of the outage. The Company’s goal is to to provide fast, quality technical support to its Customers on a 24 hour per day, 365 day per year basis.

b. Remedy:

Subject to Sections 3 and 4 below, if the Response Time for a written request for technical support or remote hands exceeds fifteen (15) minutes for Customers with managed services (covered under GigeNET’s Awesome SLA) or thirty (30) minutes for all other Customers from the time at which the request is submitted by the Customer, Company will issue a credit to Customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:

Response time

  • Priority Support
  • 0 to 15 Minutes
  • 16 to 30 Minutes
  • 30 to 60 Minutes
  • 60 to 120 Minutes
  • 120 to 240 Minutes
  • 240 to 360 Minutes
  • Over 360 Minutes

Essential SLA Credit Percentage

  • No
  • 0%
  • 0%
  • 5%
  • 10%
  • 25%
  • 50%
  • 100%

Awesome SLA Credit Percentage

  • Yes
  • 0%
  • 5%
  • 10%
  • 25%
  • 50%
  • 100%
  • 100%

3. Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency to meet the Response Time guidelines above which is caused by or associated with:

  • a. Circumstances beyond Company’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, denial of service attacks, hackers, viruses, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts), or inability to obtain raw materials or supplies used in or equipment needed for provision of this SLA;
  • b. Scheduled maintenance and emergency maintenance and upgrades;
  • c. Customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of Company’s Terms and Conditions and Acceptable Use Policy;
  • d. Insufficient information provided by the Customer to authenticate the validity of their request, including without limitation, Customer’s account information, logins and passwords needed to access equipment, correct equipment identification, missing or invalid IP address(es);
  • e. Inability to communicate with Customer by phone, email, or chat.
  • f. For non-managed customers, it is the Customer’s responsibility to make every attempt to resolve basic issues (i.e. adding websites & email accounts through a control panel, rebooting your server, pointing DNS).

4. Credit Request and Payment Procedures

To receive a credit for a breach of this SLA, the Customer must make a request in writing by submitting a support ticket at clientportal. The ticket MUST include the domain name of the Customer’s account, the Customer’s account number, the date & time(s) of breach of the SLA, and the ticket must be submitted by an authorized contact on the account. Requests for credit must be properly submitted according to these terms and received by Company within ten (10) business days after the breach occurred. If the breach is confirmed by Company, credits will be applied within two billing cycles after Company’s validation of the Customer’s credit request. Credits are not refundable and can be used only towards future billing charges.

Notwithstanding anything to the contrary herein, the total amount credited to Customer in a particular month under this SLA shall not exceed the total fees paid by Customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to Customer or collected by Company and are Customer’s sole and exclusive remedy with respect to any failure or deficiency in the Availability of Customer’s Services.