Servers

Service Level Agreement

TechMinds 4 Hire, Inc offers an exceptional level of performance and reliability. The Service Level Agreement (SLA) guarantees our equipments’ reliability and performance. This SLA applies to our customers of web shared hosting, reseller, dedicated server, co-location, and VPS.

Uptime Guarantee:
TechMinds 4 Hire, Inc strives to maintain a 99% network and server uptime service level. This uptime percentage is a monthly and is calculated solely by an outside monitoring service. If we fail to meet the 99% uptime guarantee, and is not a result of the exceptions below, a credit will be made to each client upon request.  We typically will apply a credit for that day of service interruption.  In extreme circumstances, we may distribute a full month’s credit, solely on a case by case basis.

Exceptions:
Customer shall not receive a credit under this SLA in connection with any failure or deficiency of our network caused by or associated with:

  • Circumstances beyond reasonable control: including, without limitation, acts of any governmental body, war, terrorism, or "Acts of God" (fire, tornado, flood, earthquake),
  • Backbone Failure (I.E. Level3 has a fiber line cut somewhere)
  • Backbone peering point issues (I.E. Cogent has a router go down in Virginia that wipes out internet service for the entire East Coast)
  • Scheduled maintenance
  • DNS issues not within our control
  • Client acts, such as misconduct or use of our service in breach of our Terms of Service.

Connectivity:
Our goal is to make the network available to the client, free of outages for 99% of the time. An "outage” is defined as an instance in which client is unable to ping the server for 15 consecutive minutes, excluding service failures due to scheduled maintenance and upgrades. This does not include the client’s connection to the server; meaning, if the client’s ISP is at fault, or somewhere in-between, this SLA does not provide coverage.

Measurement:
TechMinds 4 Hire, Inc will periodically (on average every 5 minutes) monitor our network and server availability using a third party.  TechMinds 4 Hire, Inc reserves the right to periodically change the measurement intervolves and methodologies without notice.

Hardware Failure:
TechMinds 4 Hire, Inc utilizes only name brand hardware of the highest quality and performance. We will replace all faulty hardware within 48 hours, which includes server and router issues. If it is determined to be a hardware problem with the server, we have a maintenance agreement with Dell.  Router failure is an exception to this SLA guarantee, and may require our backbone provider’s emergency personnel to correct the problem. We will replace all faulty hardware on dedicated servers (rented or leased servers), at no charge to the Client, with an unlimited free replacement policy. This includes parts ordered as upgrades.

Credit:
Credit requests must be made by send an email to billing@tm4h.com. We must receive each request within five business days of the occurrence. The total amount credited to a client for not meeting the SLA will not exceed the service fees paid by the client for services in the month in question. Each request for credit will be applied to the client’s next invoice.

Right to Change:
TechMinds 4 Hire, Inc reserves the right to change or modify this SLA and will post changes

 

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