Service Level Agreement
Network Uptime Guarantee
Gogetspace’s servers are supported by a world-class infrastructure engineered from the ground up to support just about any kind of contingency. They are connected to the Internet through redundant high-speed connections on diverse backbones, ensuring data delivery to the end user in the fastest, most efficient manner possible. Gogetspace guarantees a 99.9% uptime excluding scheduled maintenance and prior notified upgrades. Gogetspace’s Cisco Powered Network, combined with 24/7/365 monitoring by highly qualified network engineers and administrators, guarantee the functioning of all network infrastructure including routers, switches, and cabling.
In the event that there is network outage*, Gogetspace will credit the monthly service charge for the following month’s service as calculated below and as measured 24 hours a day in a calendar month, with the maximum credit not to exceed 100% of the monthly service charge for the affected month.
Server Availability Credit
- 98%-99.9% = 5% credit
- 96%-97.99% = 15% credit
- 90%-95.99% = 30% credit
- 89.99% or below = 100% credit
*Network outage means any outage in which end users are unable to access the client’s site, due to a failure in Gogetspace’s network.
Gogetspace will ONLY be held responsible for its network and not for general conditions on the Internet. Delays that occur outside Gogetspace’s routers caused by backbone failures, congestion, interruption of or delay in transportation, unavailability of, interruption or delay in telecommunications, or third party services (including DNS propagation) resulting in degradation of service and high packet loss or similar conditions, cannot be guaranteed by Gogetspace.
Gogetspace guarantees the functionality of all dedicated server hardware components and will replace any failed component at no cost to the client. Hardware repair/replacement will begin immediately upon identification of the hardware failure and is guaranteed to be complete within 6 hour of problem identification. Hardware is defined as the Processor(s), RAM, Hard Disk(s), Motherboard, NIC Card, and other related hardware included under the server lease. The time required to repair/replace hardware does not include software reinstallation and/or data recovery from backup tapes/disks (time frame depends on size of disk and amount of data).
In the event that it takes us more than 6 hour to repair/replace faulty hardware within the limits defined above, Gogetspace will credit the client 5% of the monthly fee per additional hour of down time (up to 100% of client’s monthly fee).
In order for Gogetspace to backup the data on your dedicated server you must purchase an appropriate backup service or a service plan that includes backup services.
Service Credit Request Procedure
In order for you to receive a credit on your account, you must request such credit within 10 days after you experience hardware failure or network outage. You must follow these steps. Request made by e-mail to [email protected] Include all support ticket numbers in your e-mail. Include your server and/or domain name. Dates and times of unavailability of your server and any additional information. Credits will usually be applied for the following month’s service within 30 days of acceptance of the request. Credit to your account shall be the sole and exclusive remedy in the event that there is a network outage or hardware failure.
Personal Information Harvesting
Collecting or using email addresses, screen names or other personal identifiers without the consent of the person identified (including, without limitation, phishing, Internet scamming, password robbery, spidering, and harvesting)
Claim Review Process
All claims must be submitted via e-mail to [email protected] Claims will be acknowledged within two business days and reviewed within seven business days of receipt. Upon coming to a decision, you will be notified via e-mail whether the appropriate service credit will be issued on the next invoice or reject the claim by specifying the basis for rejection.