a) Dirigo Solutions, Inc guarantees that its network will be available 100% of the time in a given month, excluding scheduled maintenance. Network uptime includes the functioning of all network infrastructures including routers, switches, and cabling, but does not include Ethernet ports, services, or software on your server(s). Network downtime exists when a particular customer is unable to transmit and receive data.
Dirigo Solutions, Inc Guarantee: Upon experiencing downtime as defined above, Dirigo Solutions, Inc will credit the customer 5% of the monthly fee for each 60 minutes of downtime issue up to 100% of customer's monthly fee for the affected server or shared hosting service.
Dirigo Solutions, Inc guarantees that the critical infrastructure systems will be available 100% of the time in a given month, excluding scheduled maintenance. Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs, and cabling but does not include the power supplies on the customers' servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems.
Dirigo Solutions, Inc Guarantee: Upon experiencing downtime, Dirigo Solutions, Inc will credit the customer 5% of the monthly fee for each 60 minutes of downtime up to 100% of customer's monthly fee for the affected server or shared hosting service.
Dirigo Solutions, Inc guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card, and other related hardware included with the server. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications and data recovery.
Hardware replacement will begin once Dirigo Solutions, Inc identifies the cause of the problem. Hardware replacement is guaranteed to be complete within two hours of problem identification.
Dirigo Solutions, Inc Guarantee: In the event that it takes us more than two hours to replace faulty hardware, Dirigo Solutions, Inc will credit the customer 5% of the monthly fee per additional hour of downtime up to 100% of customer's monthly fee for the affected server.
The Customer agrees that from time to time, it may be necessary for Dirigo Solutions, Inc to temporarily suspend Hosting Service for technical reasons or to maintain the network, the hardware, server OS, or any other facilities, the timing of which will be determined by Dirigo Solutions, Inc. Provided that Dirigo Solutions, Inc provides the Customer with reasonable advance notice of the temporary suspension of Hosting Service, such suspension will not be deemed an interruption of the Hosting Service for the purpose of calculating network, infrastructure, or hardware availability or the Customer's entitlement to a credit for network, infrastructure, or hardware interruption. Advanced notice may be in the form of all or any of the following: e-mail, web posting on status page, RSS feed of status page, or other communications methods outlined in a Service Contract. Maintenance windows will typically be conducted between 11pm to 2am (EST) to minimize impact on customers. A greater than 72 hour advanced notice of events is strived for, but in some cases, last minute maintenance windows may be conducted if the overall security or stability of our Services requires it. Maintenance windows will typically be 15 minutes or less in length.
Credits shall not be provided to the Customer if degraded or interrupted service is the result of: a) Temporary Service Suspension as contemplated above; b) Suspension Of Services as contemplated in Terms of Service Agreement; c) circumstances beyond Dirigo Solutions, Inc's control including but not limited to network attacks, third party network outages, war, fire, flood, other acts of God, sabotage, labor disturbance, government regulations, or other government intervention; or d) a breach by the Customer of the Terms of Service Agreement or Acceptable Use Policy.
To receive an SLA credit, Dirigo Solutions, Inc customers must contact our billing department within 5 business days of the SLA breech and the request is subject to investigation to address the validity of each claim.
