Service Level Agreement (SLA)| CenterServ

Service Level Agreement (SLA)

Choosing a provider of managed private servers, dedicated server, cloud hosting or conventional web hosting should not be taken lightly, as you must ensure that your website will reliably operate with no interruption. The rate of availability of a web server is quite critical and this is why we, at CenterServ, do what it takes to show you our commitment with the dedicated server management services we offer. Therefore we publish this Service Level Agreement (SLA), the most radical statement in the industry of web servers. It demonstrates our commitment to optimize the various components of our network of managed dedicated servers so that your website is always available.

The SLA of our dedicated server company is a contract between you, the customer, and CenterServ. It defines the money refund to be credited, should we fail to comply with our commitments towards your managed dedicated servers. We guarantee that CenterServ makes no concessions when it comes to the reliability of the web servers that we make available to our customers.

The three components of CenterServ’s SLA
for managed dedicated servers

100% UPTIME

We guarantee that our network of managed private servers and of shared web servers will be available 100% of the time in a given month, excluding scheduled web servers maintenance time. By “web server network of managed data centers” we mean the part of the CenterServ network extending from the output port of your web server to the output port of the data center’s router, including switches, routers and cabling managed by CenterServ.

CenterServ’s Warranty for web servers states that we will credit your account with 5% of your monthly web server fee for each half-hour of network downtime, up to 100% of your monthly fee for the server(s) assigned.

INFRASTRUCTURE

Our Terms of Service define the conditions of use of CenterServ’s server management services.

PRIVACY POLICY

We guarantee that the HVAC and the power of our managed data centers for web servers work 100% of the time in a given month, excluding scheduled maintenance time of managed dedicated servers. The electrical circuit defects in question relate to power inverters, cables and PDUs, but not to the power supply units of client web servers. We will assume that the infrastructure has failed if a web server is stopped due to a power or heat disturbance.

HARDWARE

We guarantee the proper functioning of all hardware components of our managed private servers and shared servers. We will replace any defective component, free of charge. The term « hardware » means the processor(s), RAM(s), drive(s), motherboard, network card and other related parts of the web server. Repair or replacement of the web server equipment is executed as soon as the problem is identified. We guarantee the repair or replacement of any defective equipment within the hour following the identification of the cause of the problem.

Claim a refund

To receive a SLA refund, customers must contact their CenterServ account manager.