High Availibility SLA

Thanks for choosing Recompiled Networks! Recompiled Networks reserves the right to update and change the High Availibility SLA from time to time without notice. As updates occur to the High Availibility SLA an update to this High Availibility SLA page will be made and the date (proceeding, "Last Updated") will be incremented appropriately. You can review the most current version of the High Availibility SLA at any time at: http://www.recompiled.net/highsla.html.

A. SERVICE LEVEL AGREEMENT

The Recompiled Networks High Availability SLA covers three areas to ensure that our services will remain operable 100% of the time. It also offers access to 24x7x365 premium support, daily backups, and provides up to 100% credit for services performing under four nines (99.99%) of availibility.

1. NETWORK

We guarantee that our network will be available one-hundred percent (100%) of the time in a given month, excluding scheduled maintenance. The network means the portion of our network extending from the outbound port on your services to the outbound port of the data center border router and includes managed switches, routers, cabling.

Recompiled networks will credit your account a minimum of four percent (4%) of the monthly fee for each incident of network downtime lasting more than four (4) minutes, up to one-hundred percent (100%) of your monthly fee for the affected service(s).

2. SERVICE
We guarantee that our services will be powered one-hundred percent (100%) of the time in a given month, excluding scheduled maintenance. We guarantee the functioning of all server hardware components, excluding scheduled maintenance. We guarantee to replace any failed component as soon as possible. Server hardware means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware with our services.

Recompiled networks will credit your account a minimum of four percent (4%) of the monthly fee for each incident of service downtime lasting more than four (4) minutes, up to one-hundred percent (100%) of your monthly fee for the affected service(s).

3. PREMIUM SUPPORT
We guarantee 24x7x365 availibility of a premium support technician via email or phone. A minimum of two (2) and a maximum of ten (10) premium support incidents will be available on your account in total with our High Availibility SLA. Our premium support includes a prompt and rapid sixty (60) minute initial response time. After the initial response, a technician will remedy your situation and provide you with an estimated time it will take to have the issue resolved completely.

Recompiled networks will credit your account a minimum of four percent (4%) of the monthly fee for waiting beyond sixty (60) minutes for the initial response, up to one-hundred percent (100%) of your monthly fee for the affected service(s).

4. DAILY BACKUPS
We guarantee the option to access to our backup services. Upon request, your services are configured by our staff for daily backups. At this point your data is backed up on a redundant geographically distributed network. If for any reason the primary server your data is located at is unable to be retrieved, we can restore your data from one of our other our geographically distributed servers within 24 hours. A minimum of two (2) premium support incidents will be included on your account with our High Availibility SLA for initial setup and backup retrieval.

Recompiled networks will credit your account a minimum of five dollars ($5) for waiting beyond twenty four (24) hours for the backups to be restored, and up to one-hundred percent (100%) of your monthly fee in the case we are unable to restore your data.

5. PURCHASE
Our High Availibility SLA requires purchase, and customers must contact us via sales [at] recompiled.net to receive the full and complete benefits of the SLA.

6. CREDITS
To receive a credit, customers must contact us via our CRM or at billing [at] recompiled.net.

Last Updated: Fri, 21 Mar 2014 21:57:54 -0400