DKGHosting.com / HostingFreaks Service Level Agreement

DKGHosting.com understands the importance of network and server availability for our customers. Our Service Level Agreement [SLA] demonstrates our confidence in providing our clients with World Class Hosting Services. Our SLA provides commitments, for our dedicated server customers, in two areas: Hardware and Network Availability.

Hardware

We warranty all our computers [leased or rented dedicated server systems] with a lifetime free replacement warranty. This warranty extends to include the base server and individual parts ordered as upgrades.

DKGHosting.com will replace, at no charge to the customer [parts & labor], the following components or system parts:

Repair and replacement will start upon our identification of the hardware failure and will be completed within 2 hours from problem identification. In the event that hardware replacement takes longer than 2 hours, HostingFreaks.com will refund the customer a credit equal to 1/30th of the monthly recurring charge for each additional hour of downtime [up to 100% of the customers monthly recurring fee]. Bandwidth overage charges are excluded from credit memos.

This guarantee excludes the time required to rebuild a RAID array.

Network Uptime

DKGHosting.com houses our servers in a World Class, 20,000 sq. foot Internet Data Center [IDC]. The IDC, designed for maximum uptime and connectivity, is located on a dual power grid [13.0 Kilovolts], supplying 5,000 amps of 480 volts. There are dual 1,500-watt diesel generators on site as well as dry sprinkler systems and 313 Tons of cooling capacity, capable of  maintaing a stable 68-degree temperature in the IDC. 

DKGHosting.com is a Cisco Powered Network. This means that we utilize only Cisco Systems Network Hardware. The DKGHosting.com network is multi-homed through multiple redundant, high-speed fiber connections providing fast and reliable connectivity. Our core connectivity is provided through multiple fiber connections with the following carriers:

• Dual OC-12  [622 Mbps]  - Allegiance Internet network map
• Dual OC-3    [155 Mbps]  - UUNet / WorldCom network map
• Single DS-3  [45 Mbps] - Cable & Wireless   network map

DKGHosting.com guarantees that the network will be available 99.7% of the time in any given month, excluding scheduled maintenance periods. HostingFreaks.com will refund the customer a credit equal to 1/30th of the monthly recurring charge for each additional hour of downtime [up to 100% of the customers monthly recurring fee]. Bandwidth overage charges are excluded from credit memos.

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 DKGHosting.com records such failure in our trouble ticket system. Network downtime is measured from the time a trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data [as measured by a traceroute to the customers machine, from a DKGHosting.com location outside of our core network]. If the ticketing system is unreachable, the customer must open a trouble report by calling the Support Team.

Claims Process and Eligibility

The service level agreements stated above shall be available to all qualified [new and existing] dedicated server customers. To receive a service credit against this SLA, customers must:

• Open a trouble ticket with our technical support department
• Notify the HostingFreaks.com Billing Department, using the Credit Request Form located at http://dkg.hostingfreaks.com/credit_request.html, within 3 business days of the reported outage.
• Include the Trouble Ticket Number on the Credit Request Form

Qualified customers are automatically covered, with the following exceptions:

• When a customer is not in good financial standing with DKGHosting.com [i.e. delinquent on monthly server fees]
• When a customer fails to report and outage or open a trouble ticket
• When the reported downtime is within a scheduled maintenance period(s).
• When the reported downtime relates to domain name [DNS] issues or domain name resolution.
• When the reported downtime is related to customer installed software or customer instituted changes to the Operating System or default installed software packages.
• When there is an outage or error of any DKGHosting.com SLA measurement systems
• When their are customer acts of omissions, including without limitation, any negligence, willful misconduct or use of the DKGHosting.com network or services in breach of our Terms and Conditions, AUP, or SPAM policies, by the customer or others authorized to use network/server resources by the customer [i.e. customers hosted by a DKGHosting.com customer].
• When there are circumstances beyond DKGHosting.com reasonable control, including, without limitation, acts of governmental body, war, sabotage, fire, flood, strike [or other labor disturbance], interruption of or delay in telecommunications or third party services, supplies or power used in or equipment needed for provision of the Service Level Agreement.