Armored Servers
9 Prospect Hill
Tewksbury, MA 01876
(877) 343-6535
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Dedicated Server - Service Level Agreement (SLA)
Version 1.5 – 07/24/2008
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This service level agreement applies only to ‘dedicated servers’ as provided by
Armored Servers. It does not apply to web hosting, virtual hosting or co-location
services.
Objectives______________________________________________
This agreement sets out the minimum level of service that Armored Servers is required
to meet and the corresponding penalties for not meeting such levels. Our
objective is to provide a continuously operating service that is well beyond the
minimum levels specified.
Uptime_________________________________________________
Network Uptime is the total time in a calendar month that Armored Servers network is
available through the Internet, provided that Client has established connectivity.
Armored Servers takes responsibility of Network availability within our network,
however, we cannot be held liable for upstream problems, outside of our
network. Our guarantee is that our Network will be available to clients free of
Network Outages rendering 100% packet loss, 99.99% of each calendar month.
Support________________________________________________
All support requests will be handled as soon as possible, target time to action all
support requests is within 60 minutes. Telephone and email support is provided
Monday to Friday 8am – 10pm and on weekends from 10am to 6pm. Emergency
telephone support is available 24 hours, 7 days. Requests for software upgrades
and or installation of new software packages will be processed as soon as
possible. Target time to complete such requests is within 2 workings days of
receipt.
Performance____________________________________________
All services are continuously monitored to ensure rapid response to any faults,
which may occur. Monitoring is carried out on all primary services. Monitoring
feedback is provided to technical support staff via email and paging services
24hours, 7 days.
Service Level Guarantee__________________________________
The service level guarantee will be measured by Armored Servers and is based on the
up-time. If Armored Servers determines that primary services were unavailable for
period exceeding the maximum allowable under the prescribed up-time target,
and extending for a continuous duration of 1 hour or more per instance, upon the
customers request, Armored Servers will credit the customers monthly invoice the
prorated charges of one (1) day of the Armored Servers services fee for each
consecutive hour, up to a maximum of 30 days per month.
To receive credit if this guarantee has not been met, the customer must contact
Armored Servers within 30 days of the end of the month for which credit is requested.
*Network violation SLA credit does not cover server hardware failure.*
The following are excluded from the monthly calculation of Service Availability:
· Scheduled downtime
· Problems outside of Armored Servers’ network (upstream providers, or client’s
inbound connection) not effecting 100% loss to our network
· Interruptions or failure of individual service caused by client, their
employees, client’s customers, etc. to their service.
These include:
· inaccurate configuration
· 3rd party software
· client abuse
· over utilization of resources
· hacked servers
· attacks
· exploits
· or server hardware failures.
Dedicated Services______________________________________
Dedicated Servers are defined as servers that are rented to Clients. This
service is to provide the clients with knowledge and overview of the server. From
time to time security updates, patches, kernel upgrades, and System
Administration may be performed free of charge. In addition to these services
System Administrator may make recommendations to improve the overall
performance, security, and updates to the service. At the sole discretion of the
System Administrator any installation, configuration, or tuning of the server may
be considered billable, and you will be notified and requested to approve any
additional charges. Any Support not included with your dedicated server, will be
subject to a $75 an hour labor fee, billed in ½ hour increments during office hours
between 8:00am – 10:00pm (EST) After-hours support will incur a $150.00 an
hour labor fee, billed in ½ increments in effect from 10:01pm – 7:59am (EST)
Armored Servers will perform maintenance, security checks, or management to ensure
the integrity and stability of the network. Armored Servers will provide overall security
of the servers to the best of its ability with its included services.
Network Outages________________________________________
Network Outages or Unscheduled downtime is any unplanned or unscheduled
interruption in Service availability during which Client is unable to access the
services as described in the section titled “Network Uptime” above. A Network
Outage is defined as a period in which 100% packet loss to our network is
experienced, which is determined to have been caused by a problem in
Armored Servers’ Network as confirmed by Armored Servers. Downtime or outages
are measured as the total length of time of the unplanned interruption in service
availability in a calendar month.
Scheduled Downtime_____________________________________
Scheduled Downtime is any Armored Servers scheduled interruption of Services, for
the purpose of network upgrades, or replacement of any equipment in order to
provide for you better service. Scheduled downtime occurs during notified
downtime periods, with as much advance warning as possible via e-mail with a
minimum of 24 hours notice.
Hardware Replacement___________________________________
Hardware replacement will occur within 6 hours of the reported problem,
Armored Servers will refund 5% of the monthly fee per additional 6 hours of down time
(up to 100% of customer's monthly fee) if requested by the customer. Hardware is
defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other
related hardware included for Dedicated Servers. In order to reduce replacement
hardware downtime, we keep a small quantity of pre-built systems on hand to
swap out Hard disks, so that your server can be back up in the shortest amount
of time. Replacement is defined as returning the server to original configuration
when it was purchased. If hardware failure causes corrupted Operating System,
Data Files, or Configuration of server, Armored Servers will attempt to restore the
system to original state. Armored Servers is not responsible for the restoration of data
to server. We strongly recommend that your purchase backup options for your
server, and keep copies of your data off-site with you for emergency purposes.
For Hard disk failures, we keep pre-installed drives with our standard partitioning
for immediate deployment. If Armored Servers has a proper backup of the customer’s
system on tape, then the restoration from tape could take up to 24 hours
depending on the amount of data to be restore. Most of Armored Servers’ servers also
provide software RAID mirroring or RAID5 providing redundancy and data
integrity.
*Armored Servers shall not be liable for loss of data under any circumstance.*
Terms of Use____________________________________________
The client agrees not to do any of the following:
· Stream video, audio, mp3, music, RealAudio, or any other multimedia
streaming of any kind.
· Send unsolicited commercial or bulk email to any party for any reason.
· Access, or attempt to access a computer or network resource that you are
not authorized to access.
· Distribute, or make available in any way to any party intellectual property
that requires some method of authorization to sell or distribute, which you
do not have.
· Store, transmit, create, or examine any pictures, realistic or not, of
humans, anthropomorphic depictions of human-like creatures, or images
suggesting humans that are under the age of 18 years.
· Forge email headers or TCP/IP packet headers.
· Distribute worms, trojans, or viruses, or commit or attempt to commit any
denial of service attack against any computer, network, or individual.
· Violate export controls on any software or intellectual property.
· Link an ircd server of any kind to the EFnet, DALnet, or UnderNet chat
networks, or any of their non-US counterpart networks.
· No modern graphical game server (like Halflife, Quake[1,2,3], etc. You
can run a text mud, but no hogs like the above, please.
IRC, Bit Torrent, and Shell Providers
We regret to refuse to provide service to any shell providers or clients who will be
using IRC (Internet Relay Chat) or Bit Torrent software. Our difficulties with these
vary from hacking related issues, software piracy, and exposing our network with
insecure IRC clients and other applications that a shell provider could offer. We
have come to a decision to deny service for these types of clients unless there is
a written document stating a request for a deviation from this rule. With this
document, the client will be held liable for any misuse, damages, lawsuits, etc...
Please Note:
We reserve the right to terminate your account, and
any future business relation with you, for any
reason at any time. If we initiate a termination
you will not be charged beyond the current calendar
month and will receive a refund for any unused time.
Also note that we understand that certain violations of the above terms can occur
inadvertently, and even as a result of unauthorized access from some third party.
We will do our best to weigh the merits of each individual case and act with
common sense and an understanding of the technical and social implications of
the situation.