FOR IMMEDIATE RELEASE: Ongo Networks announces acquisition of OSXLand.com and begins supporting OS X... read more
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OSXLand's SLA is a contract between you, the customer, and OSXLand. It defines
the terms of our responsibility and the money back guarantees if our
responsibilities are not met. We want our customers to feel at ease with their
decision to move their site to OSXLand, and knowing that OSXLand takes your
site's uptime as seriously as you do is imperative. The OSXLand SLA covers three components that support the availability of your web site: 100% Network Uptime OSXLand guarantees that its network will be available 100% of the time in a given month, excluding scheduled maintenance. Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server. Network downtime exists when a particular customer is unable to transmit and receive data and is measured from the time the trouble ticket is opened. OSXLand Guarantee: Upon experiencing downtime, OSXLand will credit the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee for the affected server) against your next monthly invoice. Infrastructure OSXLand guarantees that the critical infrastructure systems will be available 100% of the time in a given month, excluding scheduled maintenance. Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers' servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems and is measured from the time the trouble ticket is opened to the time the problem is resolved and the server is powered back on. OSXLand designates time periods ("Scheduled Maintenance Windows") during which it may limit or suspend the availability of the hardware and/or software involved in providing its Services and Products (an "Outage") to perform necessary maintenance or upgrades. If planned maintenance has the possibility of making the server or servers, as the case may be, utilized by Customer inaccessible to the Internet during a Scheduled Maintenance Window Company will provide not less than twenty-four (24) hours prior electronic mail or other notice to Customer of the Scheduled Maintenance OSXLand Guarantee: Upon experiencing downtime, OSXLand will credit the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee for the affected server) against your next monthly invoice. Hardware OSXLand guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications. Hardware replacement will begin once OSXLand identifies the cause of the problem. Hardware replacement is guaranteed to be complete within two hours of problem identification. OSXLand Guarantee: In the event that it takes us more than two hours to replace faulty hardware, OSXLand will credit the customer 5% of the monthly fee per additional hour of downtime (up to 100% of customer's monthly fee for the affected server) against your next monthly invoice. Operating Systems and Installed Software OSXLand guarantees that maintenance and regular updates will be applied to servers when within 30 days of patches being made available from the Operating System Vendor. Software maintenance or upgrades on servers will be performed during regularly scheduled maintenance windows. To receive an SLA credit, OSXLand customers must contact their account manager |
