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We understand the need of full availability for our clients, which is why we do our best to offer services that exceed your expectations. In this sense, we offer the following levels of service, in order to insure that your solution fits all requirements of availability and performance. The Hostway SLA establishes service standards for the following essential aspects:
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Network availability
We guarantee that our network will be available 99.999% of the time (maximum 26 seconds of downtime per month). In case this level is exceeded, Hostway has a contractual obligation to offer penalties.
Network availability includes the functioning of all network equipment, including cables, switches and routers. The services and software installed on your server, along with the server itself, are not included in the specifications of our network. A network failure happens when your server cannot transmit or receive data, and the Hostway monitoring system emits a ticket signaling this problem.
Levels of guaranteed availability for the provided services in our network are:
- Colocation: 99,999% (does not include the availability of the client's equipment)
- Dedicated servers: 99,999%(see below)
- VDS: 99,99%
- All Inclusive: 99,9%
- Hosted AXIGEN: 99,9%
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Guarantee for Dedicated Servers
We guarantee normal functioning of rented equipment and free replacement of any malfunctioning server in maximum 1 hour. In the case that more than 1 hour is necessary for changing the equipment, Hostway will offer penalties as specified by the contract.
Exception: In the case of the Dell R200 server we guarantee an availability of 99,9% as it functions on only one electrical source and its disks are not hot-plugging.
For more information and extra conditions regarding the Hostway Guarantee, contact us.
This is a short presentation of our SLA and it is not substitutable to any contractual agreement between Hostway and its clients, nor implies any agreement in the absence of a service contract.
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