Dedicated Servers is defined as servers that are rented to Clients. This
service is to provide the clients with knowledge and overview of the server. From
time to time security updates, patches, kernel upgrades, and System Administration
may be performed free of charge. In addition to these services System Administrator
may make recommendations to improve the overall performance, security, and updates
to the service. At the sole discretion of the System Administrator any installation,
configuration, or tuning of the server may be considered billable, and you will
be notified and requested to approve any additional charges. Any Support not included
with your dedicated server, will be subject to a $75 an hour labor fee, billed
in ½ hour increments during office hours between 8:00am – 10:00pm
(EST) After-hours support will incur a $150.00 an hour labor fee, billed in ½
increments in effect from 10:01pm – 7:59am (EST) Hostradius will not perform
maintenance, security checks, or management without client initiating such request.
Hostradius does not take responsibility for the overall security of servers.
Network Uptime is the total time in a calendar month that
Hostradius network is available through the Internet, provided
that Client has established connectivity. Hostradius takes responsibility
Network availability within their network, however, we cannot be held liable for
upstream problems, outside of our network. Our guarantee is that our Network will
be available to clients free of Network Outages rendering 100% packet loss, 99.9%
of each calendar month.
Network Outages or Unscheduled downtime is
any unplanned or unscheduled interruption in Service availability during which
Client is unable to access the services as described in the section titled “Network
Uptime” above. A Network Outage is defined as a period in which 100% packet
loss to our network is experienced, which is determined to have been caused by
a problem in Hostradius’s Network as confirmed by Hostradius.
Downtime or outages are measured as the total length of time of the unplanned
interruption in service availability in a calendar month.
Scheduled Downtime is any Hostradius scheduled
interruption of Services, for the purpose of network upgrades, or replacement
of any equipment in order to provide for you better service. Scheduled downtime
occurs during notified downtime periods, with as much advance warning as possible
via e-mail with a minimum of 24 hours notice.
SLA Network Violation Credit occurs when our network uptime
guarantee is not met. Hostradius will refund the customer 5%
of the monthly fee for each hour of downtime (up to 100% of your monthly fee)
for network downtime. Network downtime is measured from the time the network is
100% unreachable, until service is once again restored. In order to request a
performance credit, you must send in a request via Helpdesk,
within 10 days of reported violation. SLA violations will be reviewed by our personnel
Monday – Friday 9AM to 5PM EST. *Network violation
SLA credit does not cover server hardware failure.*
- Performance Credit exclusions: The following are excluded from the monthly
calculation of Service Availability:
- Scheduled downtime
- Problems outside of Hostradius’s network (upstream providers, or client’s
inbound connection) not effecting 100% loss to our network
- Interruptions or failure of individual service caused by client, their employees,
client’s customers, etc. to their service. These include inaccurate configuration,
3rd party software, client abuse or over utilization of resources, hacked servers,
attacks, exploits, or server hardware failures.
Server Hardware for Dedicated Servers
Hardware is defined as the Processor(s), RAM, hard disk(s),
motherboard, NIC card and other related hardware included for Dedicated Servers.
Hardware replacement will occur within 6 hours of the reported
problem, Hostradius will refund 5% of the monthly fee per additional
6 hours of down time (up to 100% of customer's monthly fee). In order to reduce
replacement hardware downtime, we keep a small quantity of pre-built systems on
hand to swap out Hard disks, so that your server can be back up in the shortest
amount of time. For Hard disk failures, we keep pre-installed drives with our
standard partitioning for immediate deployment.
In order to request an SLA hardware violation credit, you must send in a request
via Helpdesk, within 10 days of reported
violation. SLA violations will be reviewed by our personnel Monday - Friday 9AM
to 5PM EST. *Hardware SLA violations do not cover
network violation*
- Performance Credit exclusions: The following are excluded from the monthly
calculation of Service Availability:
- Scheduled downtime
- Interruptions or failure of individual service caused by client, their employees,
client’s customers, etc. to their service. These include inaccurate configuration,
3rd party software, client abuse or over utilization of resources, hacked servers,
attacks, exploits, or server hardware failures.
Replacement is defined as returning the server to original configuration when
it was purchased. If hardware failure causes corrupted Operating System, Data
Files, or Configuration of server, Hostradius will restore the
system to original state.
Hostradius is not responsible for the restoration of data
to server. We strongly recommend that your purchase backup options for your server,
and keep copies of your data off-site with you for emergency purposes. If hardware
failure and data loss occurs, you the client, are responsible for data restoration.
Hostradius shall not be liable for loss of data under any circumstance.
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