Service Level Agreement

Service Level Agreement

We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations. We offer the following levels of service to ensure maximum availability and performance. The Data Backup, Inc SLA sets standards for service in these critical areas:

Network Availability

We guarantee that our network will be available 100% of the time (excluding scheduled maintenance). Should a network outage occur, The Data Backup, Inc will credit the customer 5% of the server's monthly fee for every 30 minutes downtime (Up to, but not exceeding 100% of one monthly payment. The credit will be applied toward future payments).

Network uptime comprises the functioning of all network infrastructure including cabling, switches and routers. Services or software running on your server are not included in the definition of our network. Network downtime exists if your server is unable to transmit and receive data.

 

Infrastructure Guarantee

We guarantee that critical systems, including power and HVAC, will be available 100% of the time (excluding scheduled maintenance). Should a critical system failure outage occur, The Data Backup, Inc will credit the customer 5% of the server's monthly fee for every 30 minutes downtime (Up to, but not exceeding 100% of one monthly payment. The credit will be applied toward future payments.).
Critical systems include functioning of all power and HVAC infrastructure including UPS equipment and cabling. Power supplies of individual servers are not included.

Critical systems downtime exists when a customer's server is shut down due to power or heat problems and a support email has been opened for the incident with The Data Backup, Inc. Critical system downtime is measured from the time the email is sent to the time the problem is resolved and the server comes back online.

 

Hardware Guarantee

We guarantee the proper function of your leased hardware components and will replace any failed component at no cost to you. The replacement process will begin when the cause of the problem has been determined. Hardware replacement is guaranteed to take no more than 1 hour. In the event it takes more than 1 hour to replace faulty hardware, we will credit your account 5% of the monthly fee per additional 30 minutes of downtime (Up to, but not exceeding 100% of one monthly payment. The credit will be applied toward future payments.).

Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, network controller cards and other related components included under the server lease.

This is a brief overview of our SLA, and does not supersede any existing contractual agreements between The Data Backup, Inc and its customers, nor does it imply any agreement without a server contract. All credits must be requested by the customer within 3 days of the reported downtime, and the downtime must be from a single occurrence.


The Data Backup
1025 Brevard Rd Suite 8
Asheville, NC 28806

Phone (828) 667-4626