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Service
Agreement (SLA)
JITSL is committed to providing
services at a standard of excellence
commensurate with the best practice
in the industry. Network uptime
and server availability are of the
highest importance. The following
service levels are designed to assure
our customers of ultimate performance
and maximal uptime.
Hardware
We stand behind our computers with
an "unlimited free replacement
warranty" for ALL Dedicated
Hosting Solutions, including individual
parts ordered as upgrades from JITSL.
JITSL
will replace, at no charge (including
labor), the following components
or system parts: System Enclosures
or cases, CPU or Processors, Random
Access Memory (RAM), System Motherboards,
Controllers, Ethernet Adapters,
Ethernet or Network Cards, CD ROMs,
Floppy Drives, IDE or SCSI Hard
Disk Drives, SCSI Adapters, Video
Cards, Sound Cards, Surge Protectors
and Un-interrupted Power Supplies
(UPS), Network and Power Cables,
System Power Supplies, System Fans.
Repair
will start upon our identification
of the hardware failure and will
be completed within 2 hours from
problem identification.
Network
JITSL uses Cisco switches,
routers, and other networking equipment.
Redundant components are used to
ensure uptime and minimize failure.
Our network is connected through
multiple OC-3 and OC-12 fiber optic
lines within our dual OC-48 SONET
Ring to several backbone providers,
for fast, reliable connectivity.
Network
Uptime
JITSL guarantees network
availability of 99.9% in a given
month (43.2 minutes downtime per
month), excluding scheduled maintenance.
Network is considered unavailable
if there is a 100% packet loss from
JITSL to its backbone providers.
We will refund customers 5% of the
monthly fee for each additional
hour of downtime (up to 100% of
customer's monthly fee). Network
infrastructure is all equipment,
from the cable connected to the
server's NIC to the backbone provider,
and includes routers, switches and
cabling. Downtime is measured past
10 minutes after notification of
network failure, via the ticketing
system. If the ticketing system
itself is unreachable, the ticket
must be started by calling the NOC.
JITSL personnel will determine end
of downtime by a traceroute to the
customer's machine from outside
JITSL.
Claiming
Refunds
The Customer is responsible
for notifying the billing department
for any credits due for the month
within seven days from the time
of the incidence. Customer should
supply all relevant information,
including ticket numbers, for refund
to take place. Denial of customer
claims may be appealed through the
normal escalation procedure.
Customer
Spamming Policy
JITSL has zero tolerance
for spam originating from our customers,
or from our customers' customers,
or for spam advertising Web sites
of our customers or our customers'
customers.
* Service Agreement is updated time
to time as per Global Internet Policy
without any notice.
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