Infrastack SLA
Selecting a hosting provider is a challenging decision, especially when the stability of your site is on the line. We understand the critical importance of your site’s availability, and at Infrastack, we take the responsibility of hosting your website very seriously. This is why we’ve developed the most robust Service Level Agreement (SLA) in the hosting industry to ensure that all the crucial elements keeping your site operational are fully covered.
The Infrastack SLA is a contract between you, the customer, and Infrastack, outlining our responsibilities and the money-back guarantee if those responsibilities aren’t fulfilled. We want our customers to feel confident in their decision to host their site with Infrastack, knowing that we prioritize your site’s uptime as much as you do.
UPTIME NETWORK
We guarantee less than 2 hours down time per month. We have a money back policy if the downtime exceeded out guaranteed time.
| Table Header | Table Header |
|---|---|
|
2 Hrs |
5% |
|
4 Hrs |
10% |
|
6 Hrs |
15% |
|
8 Hrs |
20% |
|
10 Hrs |
25% |
|
12 Hrs |
30% |
Exception
- Interruption due to scheduled maintenance, alteration, or implementation, where the Service Provider provides at least seven days prior notice and to the Customer and also interruption due to Emergency Maintenance; The usual scheduled maintenance time is the early hours of the morning i.e., between 1am to 6am. The usual maintenance time would not be more than two hours.
- Hardware failure.
- Failure of the Customer links, internet connectivity or end user software, access circuits, local loopor any network not owned or managed by Infrastack.
- Negligence or other conduct of Customer or its authorized persons, including a failure normal function resulting from applications or services provided by Customer or its authorized persons.
- A shut down due to circumstances reasonably believed by Infrastack to be a significant threat to the normal operation of the Services, Infrastack’s facility, or access to or integrity of Customer data (e.g., hacker or virus attack).
- Failure or malfunction of any equipment or services not provided by Infrastack.
- Any abuse or fraud failure to comply with the Acceptable User Policy on the part of Customer and its authorized persons.
- Any problems outside the Service Provider Facility Network.
- Any interruptions, delays or failures caused by Customer or Customer’s employees, agents, or subcontractors, such as, the following:
- – Inaccurate configuration.
- – Non-compliant use of any software installed on the server.
- Customer initiated server over-utilization.
- Any problems related to the attacks on the machine such as hacking, attacks, and exploits.
- Any specific services not part of Services.
- Force Majeure event.
ESCALATION MATRIX
We have the fastest escalation matrix where you can contact the CTO in 12 hours if your issue is not resolved.
TICKET RESPONSE
- 24x7x365 Hours support Support desk team will provide the Ticket #
- We guarantee 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 guaranteed to be complete within one hour of problem identification.
HARDWARE
We guarantee 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 guaranteed to be complete within one hour of problem identification.