Dedicated Server Service Level Guarantee

Atlantic.Net offers an Industry Leading Dedicated Server Service Level Guarantee.

Atlantic.Net offers an Industry Leading Dedicated Server Service Level Guarantee.

Network Uptime – 100% Guaranteed

Atlantic.Net offers an Industry Leading Dedicated Server Service Level Guarantee. Atlantic.Net guarantees that the network will be available 100% of the time in a given month excluding scheduled maintenance. If it takes us more than 30 minutes to resolve the network issue from the time the trouble ticket is opened, Atlantic.Net will refund the customer 5% of the monthly fee for each additional 30 minutes of downtime (up to 100% of customer’s monthly fee for the specific equipment affected). Network uptime includes functioning of all network infrastructure such as routers, switches and cabling, but does not include software and services running on your server. Network downtime exists when your server is unable to transmit and receive data and Atlantic.Net records such failure in the Atlantic.Net trouble ticket system. Network Downtime is measured from the time a trouble ticket is opened.

Hardware – 100% Guaranteed

Atlantic.Net guarantees all hardware components in your server and will replace any failed components at no cost to you. Once Atlantic.Net determines the cause of the problem, hardware replacement will commence. If it takes us more than one hour to replace the faulty hardware from the time the cause is determined, Atlantic.Net will refund 5% of the monthly fee per additional hour of downtime (up to 100% of your monthly fee for the specific server affected). Excludes reloading operating systems, applications, and rebuilding RAID arrays. If Customer blocks or otherwise prevents Atlantic.Net’s hardware monitoring systems from monitoring the Customer’s affected server, Customer will not be eligible for a hardware related SLA refund.

Infrastructure – 100% Guaranteed

Atlantic.Net guarantees that all critical infrastructure components including power supplied to your server and HVAC, will be available 100% for the time in a given month excluding scheduled maintenance. If it takes us more than 30 minutes to resolve the infrastructure issue from the time the trouble ticket is opened, Atlantic.Net will refund 5% of the monthly fee per additional 30 minutes of downtime (up to 100% of your monthly fee for the specific server affected). Critical infrastructure includes functioning of all power, HVAC, and cabling but does not include the power supplies on customers’ servers. Infrastructure downtime exists when your server is shut down due to power or cooling issues and is measured from the time a trouble ticket is opened.