Hardware SLA for VPS Services
Infuseweb will make every effort to ensure that your Virtual Private Servers (VPSes) are accessible to you and to third parties.
I. Uptime Guarantee
For those purchasing an Infuseweb VPS server, we offer a hardware uptime guarantee of 99.95% on all physical host servers. Server uptime is calculated and logged as described Section II. Uptime is defined as having the ability to PING the physical host hardware. This indicates that the server and connectivity to the server are functioning. This does not guarantee your VPS, web site or other software on the server are functioning as we cannot control how this software is managed on your VPS.
Infuseweb LLC backs this guarantee by offering credits to those who experience uptime of less than 99.95%:
Server availability: 99.91% - 99.95% 10% credit
Server availability: 99.9% - 98.9% 25% credit
Server availability: 90% - 94.9% 50% credit
60 Minutes of continuous downtime: 25% credit
Three 60-minute intervals or more: 50% credit
Under no condition will the maximum credit exceed fifty percent (50%) of the monthly service charge for the affected month. To receive the credit you must be in good financial standing with Infuseweb.
Exclusions:
Server downtime is not recorded and no credit will be issued if the server is rebooted per your request, during scheduled or emergency system maintenance or per your instruction via e-mail. Outages due to blue screens, memory leaks, improper software configuration, or excessive CPU consumption in customer scripts/applications, DoS attacks on the server or other forms of intrusion or server hardware failures, are excluded from the uptime guarantee.
II. Server Monitoring, Problem Notification and Resolution
Basic server monitoring and downtime logging
To verify that the server is up we will PING the IP of the host server every 5 minutes with a 30-second threshold. If the server does not respond the server is considered non-operational and may be manually rebooted if requireed.
In cases where two or more consecutive PING tests fail, server downtime will be registered as the number of minutes between the first and the last failed tests. Downtime of less than 5 minutes in duration is not recorded. Infuseweb calculates server uptime based on this type of server monitoring.
III. Server Maintenance and Administration
Routine Maintenance Operations
In order to ensure that your server continues to remain operational, Infuseweb will perform routine maintenance on the host servers. This will include installation of security patches, system updates, disk de-fragmentation, etc. This maintenance will generally be performed outside normal business hours and you will be notified in advance of any maintenance that will be performed on your server(s) if it is thought the maintenance will involve more than a 5 minute planned outage.
Installation of Security Patches, System Updates and Service Packs
Infuseweb will install minor system patches within two weeks of the release date during the next scheduled maintenance period to minimize service disruption. Critical security updates will be installed as they are released. Infuseweb is not responsible for any downtime resulting from incompatibilities between your scripts and software updates and patches.
IV. Backup and Data Recovery
Backup capabilities are made available within the VPS management console. You are able to self-backup and restore your VPS. Additional backup options may be available for a fee. Please contact us for more information.
