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Service Level

Service Level Agreement
The Service Level Agreement (SLA) is incorporated into the Service Agreement and applicable to all services delivered directly to Customers of Server4Rent. The SLA is not applicable to unrelated third parties or third parties lacking privity of contract with Server4Rent. The uptime guarantees and the resulting SLA credits are applied in monthly terms unless specified otherwise. To ensure that Server Intellect is providing optimal services to its Customers, Server Intellect is required to perform scheduled maintenance, from time to time, on the network, customer portal, and hardware. Any downtime resulting from any such scheduled maintenance does not qualify for SLA credit(s). All SLA guarantees and information listed below are made in good faith and are subject to standard contract remedies.

SLA Credit Claim
To properly claim an SLA credit due, a customer user must open a Sales ticket by sending an email to Sales within seven days of the purported outage. Customer must include service type, IP Address, contact information, and full description of the service interruption including logs if applicable. The SLA claim will be researched by the appropriate department manager and any credit issued will be issued to accounting and the ticket will be updated. SLA credits are issued as service credits on future billing cycles. SLA credits shall not be bartered or traded with other Server Intellect customers. Please allow up to seven (7) days for the process of SLA claims.

SLA Claim Fault
Customers currently in arrears for monthly services do not qualify for SLA claims. Customers making false or repetitive claims will incur a one time charge of $50 per incident for such claims. False or repetitive claims are also a violation of the Terms of Service and may be subject to service suspension. Customers participating in malicious or aggressive internet activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the Acceptable Use Policy.

Public Network
Server4Rent guarantees 99.99% uptime on all public network services to Customers located in our partner datacenters. All public network services include redundant carrier grade internet backbone connections, advanced intrusion detection systems, denial of service mitigation, traffic analysis, and detailed bandwidth graphs. Specific guarantees with SLA information are listed in the table below.

Private Network
Server4Rent guarantees 99.9% uptime on the private network services to Customers located in partner datacenters. All private network services include access to the secure VPN connection, unlimited bandwidth between servers, unlimited uploads/downloads to servers, access to contracted services, traffic analysis, and detailed bandwidth graphs. Specific guarantees with SLA information are listed in the table below.

Redundant Infrastructure
Server4Rent guarantees 99.99% uptime on the power and HVAC services to Customers located in our partner 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 below.

Service Level Commitment
Server4Rent's Availability Guarantee is to have the Server4Rent, which includes everything from the connection from customer’s servers to the connection to the Internet Backbone, Connectivity provided to customers available 100% of the time and, as set forth below, Server4Rent will credit Customer's account if Server4Rent fails to meet this Availability Guarantee during any given calendar month. At Customer's request, Server4Rent will calculate Customer's "Network Unavailability" in a calendar month. "Network Unavailability" consists of the number of minutes that the Server4Rent was not available to Customer, but will not include unavailability which Customer fails to report to Server4Rent within five days, or any unavailability resulting from (a) Server4Rent maintenance provided it occurs at regularly scheduled times of which Customer has reasonable advance notice or at times otherwise agreed to in advance by Customer, (b) any Customer circuits or equipment, (c) Customer's applications or equipment, (d) acts or omissions of Customer, or any use or user of the service authorized by Customer or (e) reasons of Force Majeure (as defined in the applicable service agreement). For each hour in which any Network Unavailability occurs, Customer's account shall be credited for the pro-rated charges for one day of the Server4Rent Monthly Fee for the service with respect to which this Guarantee has not been met.

     In the event that Customer experiences packet loss in excess of one percent (1%) (“Excess Packet Loss”) or transmission latency in excess of 120 milliseconds round trip time between any two points within Server4Rent’s Network (collectively, “Excess Latency”, and with Excess Packet Loss “Excess Packet Loss/Latency”), Server4Rent will take all actions necessary to determine as promptly as reasonably practicable the source of the Excess Packet Loss/Latency.

          (A) Time to Discover Source of Excess Packet Loss/Latency; Notification of Customer. As soon as practicable, but within two (2) hours of discovering the existence of Excess Packet Loss/Latency, Server4Rent will determine whether the source of the Excess Packet Loss/Latency is limited to the Customer equipment and the Server4Rent equipment connecting the Customer equipment to Server4Rent’s LAN (“Customer Specific Packet Loss/Latency”). If the Excess Packet Loss/Latency is not a Customer Specific Packet Loss/Latency, Server4Rent will determine the source of the Excess Packet Loss/Latency as soon as practicable, but within two (2) hours. In any event, Server4Rent will notify Customer of the source of the Excess Packet Loss/Latency within sixty (60) minutes after identifying the source.

          (B) Remedy of Excess Packet Loss/Latency. If the Excess Packet Loss/Latency remedy is within the sole control of Server4Rent, Server4Rent will remedy the Excess Packet Loss/Latency as soon as practicable, but within two (2) hours of determining the source of the Excess Packet Loss/Latency. If the Excess Packet Loss/Latency is caused from outside of the Server4Rent LAN or WAN, Server4Rent will notify Customer and will use commercially reasonable efforts to promptly notify the party(ies) responsible for the source and cooperate with it(them) to resolve the problem as soon as possible.

          (C) Failure to Determine Source and/or Resolve Problem. In the event that Server4Rent is unable to determine the source of and remedy the Excess Packet Loss/Latency within the time periods described above (where Server4Rent was solely in control of the source), Server4Rent will credit Customer’s account the pro-rata connectivity charges for one (1) day of service for every four (4) hour period after the time periods described above that it takes Server4Rent to resolve the problem with the maximum credit for any given month not to exceed one (1) month of service.
Server4Rent offers 24/7 support via online chat and Trouble Ticketing (TT) system. Online chat is mainly used for general enquiries, and not for support. Reason is support requires specialist tech's attention. Server4Rent makes every effort to solve customer's issue and answeres every TT within an average time of 12 hours. We allow each customer to send upto 5 TT for every server or dialer per month. Anything above 5 TT per month will be charged $10 per TT, no exceptions. For Voipswitch and Itelswitch we offers 10 hours of free training through chat or TT system or through remote server access. Anything above 10 hours will be charged at $15 per hour. We offer free reinstallation of all servers. But it is limited to a maximum of one reinstallation per month per server. Anything above it will cost $50 per reinstallation. It is customers duty to take daily backup of your data and keep it safe in case of emergency. Server4Rent does not take any backup of customer data unless customer makes a special arrangements for paid backup service.

Server4Rent's Power Availability Guarantee is to have the Server4Rent AC power provided to Customer's collocation rack available 100% of the time and, as set forth below, Server4Rent will credit Customer's account if Server4Rent fails to meet this Power Availability Guarantee during any given calendar month. "Power Unavailability" consists of the number of minutes that adequate power to enable Customer’s equipment to function at its peak load levels was not available to Customer's collocation rack, but will not include collocation rack power unavailability which Customer fails to report to Server4Rent within five days, or any unavailability resulting from (a) any Customer circuits or equipment, (b) Customer's application or equipment, (c) acts or omissions of Customer, or any use or user of the service authorized by Customer or (d) reasons of Force Majeure (as defined in the applicable service agreement). For each day during which any Power Unavailability occurs , Customer's account shall be credited the charges for one day of the Server4Rent Monthly Fee for the service with respect to which this Guarantee has not been met.

Facility Security and Access. Server4Rent shall limit access to the facilty in which the collocation space is located to its authorized employees and representatives and those of its customers, and shall limit access to Customers’ collocation space to Customer and Server4Rent’s authorized employees and representatives.
OUR GUARANTEE

99.9% UPTIME

100% uptime guarantee

We only use Branded DELL Enterprise Quality High performance Servers, World Class Data Center. We guarantee 99.9% uptime for all servers and services.

100% MONEY BACK

100% money back guarantee

We give 100% money back customers are not satisfaction about our services in 30 days. Customer can check servers and services before making a payment.

24/7/365 SUPPORT

24/7/365 customer service

Our support team works around the clock and is available via Live Chat and our Ticket System to assist you with your hosting service, whenever you need it.

100% SATISFACTION

100% satisfaction

We work very hard to give the best services to all customers. We have been making all the best things for getting 100% customer satisfaction.

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