Service Level Agreement Highlights

Network

StandingWave guarantees that the network will be available 99% of the time in a given month, excluding scheduled maintenance. StandingWave will credit the customer's account 5% of the monthly fee per additional hour of unscheduled downtime (up to a total of 25% of customer's monthly fee). Network uptime includes functioning of all network infrastructure including routers, switches and cabling.

Hardware

StandingWave guarantees the functioning of all rented hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin immediately upon identification of the hardware failure and is guaranteed to be complete within 2 hours of problem identification. In the event that it takes us more than 2 hours to replace faulty hardware, StandingWave will credit the customer's account 5% of the monthly fee per additional hour of down time (up to a total of 25% of customer's monthly fee).

Note this SLA can only be offered on PC based servers currently. We are in the process of sourcing spares for the Macintosh platform (specifically Xserve/OSX spares) to allow us to offer this level of service. In the interim, however, we can replace Xserve/OSX hardware with PC based hardware under the SLA terms as above to allow us/you to restore your applications and data. We are also able to offer a cross platform compatibility check service on your 4D applications, please contact us for price details.

Server reboots will be completed within 15 minutes of a request being made according to the appropriate procedures and these will be confirmed at time of order. Client controlled reboots may also be available depending on the services purchased and this will be confirmed at time of order.

Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server rental. The customer is responsible for all data backup. This Service Level Agreement will not apply in the event that problems are caused by software modifications made to the server by the customer or the activities of hackers etc.