Our Service Level Agreement (SLA) is designed to protect customers against unscheduled outages. The SLA provides the levels of availability with correspondingly aggressive penalties for failure to comply with the SLA.
MaxNOC guarantees that its network will be available 100% of the time in a given month, excluding scheduled maintenance. Upon experiencing downtime, MaxNOC will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee for the affected server). 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 is measured from the time the trouble ticket is opened.
MaxNOC guarantees that the critical infrastructure systems, including power and HVAC, will be available 100% of the time in a given month, excluding scheduled maintenance. Upon experiencing downtime, MaxNOC will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee for the affected server). 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 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.
MaxNOC guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once MaxNOC 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, MaxNOC will refund the customer 5% of the monthly fee per additional hour of downtime (up to 100% of customer's monthly fee for the affected server). Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications.
If you have any questions about our SLA, please do not hesitate to contact us.