1-Hour Hardware Replacement Guarantee.
Terms for SLA claims for Managed Dedicated Servers as of 05/01/2016.
- Hardware SLA: 1 Hour Hardware Replacement Guarantee. CIFNet will replace failed components in our Managed Dedicated Servers at no cost to client within one hour of problem identification. If it takes CIFNet more than hour to replace components that failed after the issue was identified and confirmed as hardware failure, CIFNet shall refund the customer 5% of the monthly service fees for each 1 hour of downtime, and up to 100% of the client's monthly fees for the affected server.
- All SLA claims must be filed by opening a support ticket through CIFNet’s Support System within 7 days of the incident. The ticket must include all relevant information including entity name (if any), server name, IP address, full description of the incident and any logs (if applicable). All SLA credits will be issued as service credits against future invoices.
- The 1 Hour Hardware Replacement Guarantee does not apply to replacing a failed disk drive that is in RAID so long as the other RAID disk(s) are functioning properly. The guarantee also does not apply to any time required to rebuild a RAID disk array or the time required to reinstall, restore or reload the Operating System, software or data to the affected server. Likewise, if the server has dual power supplies (PSUs), the guarantee will not apply as long as the server remains powered on and operational.
- Customers currently late on payments do not qualify for SLA claims. Customers participating in malicious or aggressive activities thereby causing Denial of Service attacks on our network, do not qualify for SLA claims and shall be in violation of the AUP.