"An SLA is nothing more than a piece of paper and a promise. It doesn't protect you from unscheduled downtime, a good infrastructure does." -Reed J. Caldwell

The ServInt SLA is a reflection of our quality in the form of an aggressive set of guarantees, as well as a compensation system should we fail to meet our promised high standards of service. ServInt's SLA is not designed with the intention of being liberal with outage credits, it was created to promote our goal of never needing to apply them. Read on and find out why ServInt is the best value in the industry.

ServInt strives for 100% uptime availability at all times for all clients, and we have a track record that shows us consistently meeting that goal month after month. Our strong network history is bolstered by our top-notch infrastructure as well as our 99.9% uptime guarantee. This guarantee offers customers a credit of 5% of their monthly bill for each 30 minutes of network downtime, up to a maximum 100% of their monthly bill. The only exemptions to this guarantee are downtime due to customer fault, maintenance of our network, and voluntary downtime such as downtime associated with service upgrades.

ServInt also guarantees that its critical data center infrastructure will be available and subject to the same commitment level. This infrastructure includes data facility security, power and temperature control. Our 99.9% uptime guarantee offers customers a credit of 5% of their monthly bill for each 30 minutes of downtime due to infrastructure failure, up to a maximum 100% of their monthly bill. Downtime due to data center maintenance of our facilities is exempt from this guarantee.

ServInt guarantees the use of all equipment leased to customers. ServInt will provide hardware replacement for all such hosting equipment, and guarantees that we will do so within two hours of identification of the hardware failure. In the event that hardware failure leads to downtime in excess of two hours, ServInt will credit customer with 5% of their monthly bill for each 30 minutes of server downtime, up to a maximum 100% of their monthly bill. The only exemptions to this guarantee are downtime due to customer fault and voluntary downtime such as downtime associated with service upgrades. The guarantee covers only physical hardware replacement, and does not cover data integrity or recovery, nor the rebuilding of RAID arrays or quotas.

ServInt guarantees customer access to its technical support staff around the clock, providing customers with a credit of 5% of their monthly bill for each 30 minutes of downtime associated with a loss of the ability to communicate with our NOC due to the physical loss of telephone and e-mail access by our support staff. Loss of customer telephone and e-mail access is exempt from this guarantee.