Network & Power Uptime Service Level Agreement
Pennywell Corporation (Pennywell) guarantees Network and Power Infrastructure uptime to be 100%. This guarantee assures that all major routing devices within our network are reachable from the global internet 100% of the time.
Network & Power SLA Exclusions
Many possible situations are completely beyond the control of Pennywell, and therefore are not in the scope of this SLA. These situations include:
All data is raid protected and it is expected that in the vast majority of hardware failures there will be no interruption or minimal interruption in recovery. In the case that data on the local disks are not recoverable, a re-create will be initiated and a restore from the most recent backup started immediately. If the user has elected not to maintain backups a blank server with the same configuration template and IP's will be created. The time required to complete either a hardware restore, or the initiation of a new server create will be the time eligible for SLA credit.
Network & Power SLA Remedy
In the event that Pennywell does not meet this SLA, Server clients will become eligible to request compensation for downtime. If Pennywell is or is not directly responsible for causing the downtime, the customer will receive a credit for 10 times ( 1,000% ) the actual amount of downtime. This means that if your server is unreachable for 1 hour (beyond the 0.0% allowed), you will receive 10 hours of credit at the end of the billing period based on your base Server hourly rate. The Server hourly rate does not include any other charges, including but not limited to, bandwidth, image storage, backups, IP's or any other additional service.
All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of Pennywell Terms of Service or if the account is in default of payment.
How to Report a Problem
Pennywell technicians are available 24 hours a day. There are a number of ways to reach us, including toll free phone support, online help desk, and email.