Service Level Agreement
BigScoots has spent a substantial amount of time and money to be able to deliver one of the most redundant and reliable networks available anywhere. In addition to a little hardwork and determination, this has been accomplished primarily by utilizing:
- Redundant routers and switches
- Multiple tier 1 upstream providers
- Redundant UPS and generator power backups
- 24x7x365 on-site professionally trained and formally educated system administrators
- All key network, environmental, and electrical components are monitored 24x7x365
2. 100% Power And Network Uptime SLA
BigScoots will provide a minimum of 100% uninterrupted transit to the Internet (as monitored by BigScoots on a monthly basis) as well as 100% uninterrupted electricity. Should transit to the Internet or electricity become unavailable for 5 minutes in any month of service, the client will receive an account credit equivalent to 5% of the client’s recurring monthly fees of affected services for that month for every additional 5 minutes the network or power is unavailable. Credit calculations will be based on unavailability in 5 minute increments.
3. Dedicated Server Hardware SLA
BigScoots offers a 2 hour hardware replacement SLA on all our dedicated server lines. The 2 hour period begins as soon as there is a ticket response confirming a hardware issue and only applies if it is specified to perform the maintenance immediately. If the hardware is not replaced within 2 hours of the failure a 10% SLA credit can be requested, with an additional 10% credit for each additional hour.
There is no hardware SLA offered on custom systems due to potential availability issues, but best effort will be made to resolve these issues during the same 2 hour time period. Since BigScoots ONLY deploys hardware when available on site in duplicate, there is a very high likelihood this window will still apply. The SLA also does not cover software related components, such as the restoration of backups.
4. Shared, Reseller, Backup, VPS And Hybrid SLA
All Shared, Reseller, Backup, VPS and Hybrid services we offer are covered under a 99.99% uptime guarantee. Should any of these services be unavailable for a period of time exceeding the 99.99% uptime guarantee for the month, the client will receive an account credit equivalent to 5% of the client’s recurring monthly fees of affected services for that month for every additional 15 minutes the service is unavailable. Credit calculations will be based on unavailability in 15 minute increments.
5. The BigScoots Fine Print
The SLA we put together is to put new clients who come on board with us at ease, but for those of you who have been with us for some time know these numbers are irrelevant. They are irrelevant because with our ~5 minute average response times, premium grade network and enterprise grade hardware, the issues few and far between that do popup are promptly extinguished far before any SLA credit is in sight.
Even still, it is important we must secure ourselves against the potential of this agreement being exploited and for that reason the following terms apply.
We will not cover outages caused by equipment and events under the control of the client, such as a refusal to implement adequate redundancy (turning down a free redundant network drop, or foregoing highly recommended upgrades, etc.). This Service Level Agreement does not cover outages due to scheduled or emergency network or facility maintenance, which we will of course notify all our affected customers with as much advanced notice as possible (typically at least 48 hours).
Any credits will not exceed 100% of the client’s recurring monthly fees for the month in which the credit is issued. All credits must be requested within 30 days of the incident. Only the most specific and relevant credit will apply to each incident.
To request a credit please simply email firstname.lastname@example.org with the date and time span of the outage you believe to have occurred. Accounts must not be past due when requesting an SLA credit. Account credits are issued to your account to be used for future service and will be automatically applied to newly created invoices.
It is also important to note that interruptions caused by malicious attacks or “acts of God” that are entirely outside of our control cannot be considered under this agreement.