Service Level Agreement
InterPole is committed to providing quality hardware on a reliable network backed
by a 99.9% uptime guarantee. We are so confident about our services, that we provide
a money back guarantee. Should you incur any downtime or failure due to InterPole,
we will credit a percentage of your next month fee. Our SLA covers the following
areas:
Network Uptime
InterPole guarantees that the network will be available 99.9% of the time in
a given month (no more than 44 minutes downtime per month), excluding scheduled
maintenance. InterPole will credit the customer 25% of the next monthly fee
if downtime exceeds 44 minutes. 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 the
server loses connectivity from the Internet and InterPole records such failure
in the InterPole trouble ticket system. Network downtime is measured from the
time the trouble ticket is opened by a customer to the time the server is once
again able to transmit and receive data.
Hardware Guarantee
InterPole guarantees the functioning of all leased hardware components and will
replace any failed component at no cost to the customer. Hardware replacement
will begin once InterPole identifies the cause of the problem. Hardware replacement
is guaranteed to be complete within 24 hours of problem identification. In the
event that it takes us more than 24 hours to replace faulty hardware, InterPole
will credit the customer 25% of the next monthly fee. Hardware is defined as
the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related
hardware included under the server lease. This guarantee excludes the time required
to rebuild a RAID array.
This SLA does not apply to delinquent customers.
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