SupplyLink Web Hosting Service Level Agreement

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SERVICE LEVEL AGREEMENT - SLA - STANDARD WEB HOSTING

SupplyLink understands the importance of server availability to our customers and is committed to providing services at a standard of excellence commensurate with the best practice in the industry. We have developed the following levels of service to ensure maximum performance and uptime. The SupplyLink SLA provides commitments in three key areas:

Network Uptime


	SupplyLink guarantees that the network will be available 99.998% of the time in a given month, excluding scheduled maintenance. Upon experiencing downtime, SupplyLink will credit the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee). Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server. Network downtime exists when a particular customer is unable to transmit and receive data and SupplyLink records such failure in the SupplyLink trouble ticket system. Network downtime is measured from the time the trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data.

Infrastructure Guarantee


	SupplyLink guarantees that the critical infrastructure systems, including power and HVAC, will be available 99.998% of the time in a given month, excluding scheduled maintenance. Upon experiencing downtime, SupplyLink will credit the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee). Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers' servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems and SupplyLink records such failure in the SupplyLink trouble ticket system. Infrastructure downtime is measured from the time the customer opens a trouble ticket regarding server downtime to the time the problem is resolved and the server is powered back on.

Hardware Guarantee


	SupplyLink guarantees the functioning of all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once SupplyLink identifies the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification. In the event that it takes us more than one hour to replace faulty hardware, SupplyLink will credit the customer 5% of the monthly fee per additional hour of downtime (up to 100% of customer's monthly fee). Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications.

Please note:


	The SLA does not apply to Clients who, in the opinion of SupplyLink, are in breach of our Terms of Service or Acceptable Use Policy.