SLA (Service Level Agreement)

Redundant Infrastructure: SrvMySite guarantees 99.9% uptime on the power and HVAC services to Customers located in our datacenters. All computer equipment and related services are served by redundant UPS power units with backup onsite diesel generators. Specific guarantees with SLA information are listed in the table at right.
Uptime Guarantee SLA Credit
99.9% Guaranteed
99.8% 10%
99.7% 20%
99.6% 30%
99.5% 40%
99.4% 50%
99.3% 60%
99.2% 70%
99.1% 80%
99.0% 90%
Less than 99.0% 100%


Hardware: SrvMySite guarantees the replacement of failed hardware and hardware components located within our datacenters. SrvMySite guarantees a failed hardware component will be replaced within four hours of customer notification in the trouble ticketing system. Replacement of failed hardware does not include time required to reload the operating system or applications. Specific guarantees with SLA information is listed at right.
Replacement Guarantee SLA Credit
4 Hours or Less Guaranteed
4.1 to 8 Hours 20%
8.1 to 12 Hours 40%
12.1 to 16 Hours 60%
16.1 to 20 Hours 80%
20.1 Hours + 100%


Hardware Upgrades: SrvMySite guarantees hardware upgrades will commence and complete within two hours of scheduled hardware upgrade maintenance windows. Hardware upgrades must be scheduled and confirmed in advance through the online ticketing system. Failure to install the hardware within the two hour time will result in a waiver of any one time installation fees. Extended hardware installation times from initial upgrade commencement shall result in SLA credits for the recurring fee associated with the hardware upgrade.
Replacement Guarantee SLA Credit
4 Hours or Less Guaranteed
4.1 to 8 Hours 20%
8.1 to 12 Hours 40%
12.1 to 16 Hours 60%
16.1 to 20 Hours 80%
20.1 Hours + 100%