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AcuNett, LLC reserves the right to modify this SLA at any time,
without notice to the Client. This Service Level Agreement is
effective for new clients starting January 15th, 2006. This Service
Level Agreement is in affect only when all proper instructions have
been followed in pursuit of support.
AcuNett TRUE 24x7 Server Management Response Time Guarantees
AcuNett guarantees a response time of 1 hour to our AcuNett TRUE 24x7
Server Management tickets. In the event this guarantee is not
met, AcuNett will credit the client at 1% of your server's monthly
management fee / 30
minutes, not to exceed the total monthly payment of that server in any given month.
AcuNett guarantees a resolution time of 6 hours to our AcuNett TRUE 24x7
Server Management tickets. In the event this guarantee is not
met in more than 10% of cases per month, AcuNett will credit the
client 15% of your server's monthly
management fee not to exceed the total monthly payment of that
server in any given month for each ticket in violation.
AcuNett guarantees a response time of 15 minutes to our Emergency
Admin Time tickets. In the event this guarantee is not met, AcuNett
will either downgrade your purchase to regular admin time and refund
accordingly, or cancel the order and refund fully.
AcuNett Server Setups are guaranteed to be completed within 24
hours. In the event this guarantee is not met, AcuNett will credit
the client with 5% of your purchase price / 60 minutes, not to
exceed the total purchase price.
AcuNett guarantees a 10 minute reaction time to our 5 minute Server
Sitter monitoring service. In the event this guarantee is not met,
AcuNett will credit the client with 5% of your server's monthly
management fee / 10
minutes, not to exceed the total monthly payment of that server in any given month.
AcuNett guarantees the response time guarantee purchased by our
AcuNett Outsourced Support clients, whether it is the standard 3
hour response, the upgraded 2 hour, or the upgraded 1 hour. In the
event this guarantee is not met, AcuNett will credit the client
with 1% of your monthly fee / 30 minutes, not to exceed the total monthly payment in any given month. AcuNett
TRUE 24x7 Server Management Compromise-Protection Guarantee
AcuNett guarantees your server will not be compromised while under
management by AcuNett's administrative staff. In the event this
guarantee is not met, with the exception of the exclusions defined
below, AcuNett will credit the client with a 6 month credit of services for that server. AcuNett will also pay any fees associated
with an OS restore, up to $300. AcuNett will restore all sites after
such a reload, and provide a Fortified Setup free of charge.
Compromise-Protection Guarantee Exclusions
There may be situations that are beyond the control of AcuNett
in preventing system compromise. An investigation, where possible,
will be launched to determine the cause of compromise. Actions taken
or not taken by the client may void this guarantee. These
action's are defined below:
- Client neglect. Hacker gained root password. This includes
storing your root password in an insecure place, or giving root
password out.
- Prior Compromise. The server was compromised at the time or prior to the time AcuNett began managing the server.
- The client has not taken action after being informed by
AcuNett of potentially insecure client side scripts.
- The client has not taken action after being informed by
AcuNett of potentially weak/insecure server areas.
- The client has not informed AcuNett of possible compromise
prior to contracting AcuNett for Management Services.
- The client uses an EOL operating system.
- The client has submitted all the mandatory management
tickets, including specifically, the Proactive Management ticket.
- The client has not performed, or did not authorize AcuNett to perform, upgrades recommended by AcuNett.
- The client has kept up to date with his proactive
management ticket, and have reviewed the reports provided
periodically for suggestions/weaknesses. AcuNett TRUE 24x7
Server Management Data-Protection Guarantee AcuNett guarantees your server's
data will always be protected while under
management by AcuNett's administrative staff. What this means that
we guarantee your data in the form of backups to be current up to a
week. We guarantee that in the event of a disaster, we are able to
restore at least 95% of all data up to a week old. In the event this
guarantee is not met, with the exception of the exclusions defined
below, AcuNett will issue a $300 credit to the customer. Data-Protection Guarantee Exclusions
There may be situations that are beyond the control of AcuNett
in preventing data integrity. An investigation, where possible,
will be launched to determine the cause of compromise. Actions taken
or not taken by the client may void this guarantee. These
action's are defined below:
- Client modification of the backup account, configuration,
or content
- Client has not submitted the mandatory Data Protection
Guarantee ticket.
- Client has not provided ample space for local and remote
backups. The amount of space necessary will be assessed and
requested by AcuNett.
- While AcuNett guarantees the integrity of our own backup
servers, we cannot guarantee the integrity of foreign backup
servers.
- The client has not performed, or did not authorize AcuNett to perform, upgrades recommended by AcuNett.
AcuNett
Dedicated / Fully Managed / VPS Server Network Uptime SLA
AcuNett guarantees a network uptime of 100%. In the event that
this guarantee is not met, which the exception of the exclusions
defined below, AcuNett will credit the client the amount
determined by multiplying the fixed monthly, recurring fees (if any)
for the interrupted or inoperable service(s) by the ratio that the
number of consecutive hours of inoperability bears to 720 hours (for
the purpose of this computation, each month is deemed to have 720
hours). Network Uptime SLA Exclusions
The
Dedicated / Fully Managed / VPS Server Network Uptime SLA will not
apply in the following instances:
Scheduled Network Maintenance or acts of nature - fire,
flood, etc.
SLA Violation Reporting
If the SLA has been violated, please send an email to AcuNett's
President to review your
concerns, rectify the situation, and credit you accordingly. |
