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Service Level Agreement
Managed Service Level Agreement

Choosing a hosting provider is never easy and it seems to be risky when your site is at stake. We know
that the availability of your site is of utmost importance and entrusting your website to IHSYSTEM is
something that we take seriously. That's why we have one of the most aggressive Service Level Agreement
(SLA) to cover the multiple components that keep your site up and running.
IHSYSTEM's SLA is a contract between you, the customer, and IHSYSTEM. It defines the terms of our
responsibilities and the money back guaranty if our responsibilities are not met. We want our customers
to feel at ease with their decision to move their site to IHSYSTEM, and knowing that IHSYSTEM takes
your site's uptime as seriously as you do is imperative.
IHSYSTEM SLA covers three components that support the availability of
your web site:
99.99% Network Uptime
We guaranty that our data center network will be available 99.99% of the time in a given month, excluding
scheduled maintenance. The data center network means the portion of the IHSYSTEM network extending
from the outbound port on your edge device to the outbound port of the data center border router and
includes IHSYSTEM managed switches, routers, cabling. IHSYSTEM Guaranty: We will credit your account 5%
of the monthly fee for each 90 minutes of network downtime, up to 100% of your monthly fee for the
affected server.
We guaranty that data center HVAC and power will be functioning 99.999% of the time in a given month,
excluding scheduled maintenance. Power includes UPSs, PDUs and cabling, but does not include the power
supplies, network connections on your servers/LAN. Infrastructure downtime exists when a particular server
is shut down due to any issue including hardware problem or power or heat problems or network issue at
customer equipment.
We guaranty the functioning of all server hardware components and will replace any failed component at
no cost. "Hardware" means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related
hardware included with the server. Hardware replacement will begin once we identify the cause
of the problem. Hardware replacement is guarantied to be complete within 24 hour of problem identification
this guaranty only applies to customers who are leasing or renting equipment from IHSYSTEM.
Credit Requests
To receive an SLA credit, IHSYSTEM customers must contact their account manager. SLA is based on monthly
service or pre-paid, if service amount is not paid in full on or before due date SLA will be null and void for that month or
service period, our SLA is in full force if there is no past due THEREFORE, IHSYSTEM's managed customers are covered by
our SLA. All requests for compensation must be received within 5 business days of the incident in question. The amount of
compensation may not exceed the customer's monthly hosting recurring charge. This SLA does not apply for any month that
the customer has been in breach of IHSYSTEM Terms of Service or if the account is in default of payment or payment is late
more than 3 days.
Client Responsibility:
Beside payments all clients must follow our AUP. IHSYSTEM does not allow any network abuse or spam, any abuse or clear
IP addresses client will be billed on hourly basis at $150.00/hour to clean our IP address or network abuse complains.
Please visit website for user agreement
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