GOLDSBORO WEB DEVELOPMENT
SERVICE LEVEL AGREEMENT
Software issues are guaranteed to be resolved within 24 hours of problem identification. The repair timer begins once the customer opens a trouble ticket and Goldsboro Web Development has determined the cause of the problem to be faulty software we have developed. The period of time it takes to troubleshoot the software and identify the problem is outside the 24 hour SLA.
Some complex software may require us to extend this depending upon the gravity of the issue identified, especially if it is not of the fault of Goldsboro Web Development.
In the event we are unable to resolve the software issue within 24 hours, Goldsboro Web Development will credit the customer 5% of the monthly fee per additional hour that the issue causes an outage.
Hardware replacement is guaranteed to be complete within 2 hours of problem identification. The hardware replacement timer begins once customer opens trouble ticket and Goldsboro Web Development has determined the cause of the problem to be faulty hardware. The period of time it takes to troubleshoot the server and identify the problem is outside the 2 hour SLA.
In the event we are unable to replace the faulty hardware within 4 hours, Goldsboro Web Development will credit the customer 5% of the monthly fee per additional hour of downtime incurred (up to 100% of customer's monthly server fee).
All services below are provided free of charge to any dedicated server provided by Goldsboro Web Development.
- Hardware Replacement
- Initial Server hardening
- Software Firewall implementation (upon request)
- Cross Connects Available
- Unlimited Reboots via ticket system request
- Access to Knowledge Base (cPanel, Hsphere, Plesk, Hosting Controller and DirectAdmin)
- Flash Training Movies for support control panels (Hsphere, cPanel, DirectAdmin, HostingController and Plesk)
- MRTG bandwidth graphs
- 15 minutes per month Hands and Eyes Console Access (additional time will be billed at $100 per hour)
Goldsboro Web Development is committed to providing a standard of service and reliability unparalleled in the hosting industry. Goldsboro Web Development guarantees network uptime of 99.9%. The Goldsboro Web Development Data Center uses redundant Cisco and Foundry components to eliminate any single point of failure. Our network is multi-homed through redundant high-speed carriers which result in you, the customer, always being able to count on fast and reliable connectivity to our network. Our Data Center is outfitted with redundant CRAC, Battery Power, and Diesel Generator Power to ensure uptime in any situation. Goldsboro Web Development maintains low overall network utilization at all times providing durability during any large internet routing issues such as a DDOS or DOS attack.
The Goldsboro Web Development Data Center is ultra-secure with only Goldsboro Web Development employees having access to any of our server rooms. In the event, a customer needs personal access to their server they will be escorted to their server by a Goldsboro Web Development technician or Account Manager who will assist and monitor activity. Access to our facility is only granted via employee key cards.
Goldsboro Web Development guarantees the uptime of its network 99.9% of the time excluding scheduled maintenance.
In the event, any customer experiences anything less than 99.9% uptime of the Goldsboro Web Development Network a credit will be added to the account upon request. Network downtime is defined as the inability to transmit or receive data due to the failure of Goldsboro Web Development owned network equipment. Goldsboro Web Development will provide a 5% credit to the affected server or shared account for each hour of downtime beyond 0.1% per month. No customer may receive credits totaling more than one month of service per affected server or shared account. Downtime is measured from the time a trouble ticket is opened by the affected customer to the time Goldsboro Web Development determines the issue to be resolved, excluding scheduled maintenance.