Service Level Agreement
GRABWeb’s SLA is between you, the customer and GRABWeb. It defines our promises and the money back guarantee if the promises are not met. We have partnered with the best of the best in the industry to assert the same we have the following service level agreement. Keeping your websites up and running is our business !
99.9% Service Uptime
GRABWeb guarantees that your server / websites shall be available 99.9% of the time in a given month, excluding scheduled maintenance. Server uptime includes services like http, https, dns, smtp, pop3 and imap. In case of any failure, GRABWeb will credit your account 10% of the monthly fee for each 60 minutes of downtime reported, up to 100% of your monthly fee for the affected plan or server. This guarantee excludes restore time in case of hard drive failure.
100% Network Uptime Guarantee
GRABWeb guarantees that the datacenter network will be available 100% of the time in a given month, excluding scheduled maintenance. Network downtime exists when the client is unable to transmit and receive data from datacenter IPs from multiple locations. Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server. For each 60 minutes of the downtime reported, GRABWeb will credit your account 5% of the monthly fee, up to 100% of your monthly fee for the affected plan or server.
100% Infrastructure Guarantee
GRABWeb guarantees that the critical infrastructure systems, including HVAC and Power, 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 customers’ servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems and GRABWeb records such failure in the Online Customer Support System.
2 Hour Hardware Replacement Guarantee
GRABWeb guarantees the functioning of all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once GRABWeb identifies the cause of the problem. Hardware replacement is guaranteed to be complete within 2 hours of problem identification. In the event that it takes us more than 2 hours to replace faulty hardware, GRABWeb will refund the customer 5% of the monthly fee for each 60 minutes of downtime (up to 50% of customer’s monthly fee).
Hardware is defined as the Processor(s), RAM, Hard Disk(s), Motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array.
Please Note :
- You will be informed at least 48 hours in advance of any scheduled maintenance.
- Schedule maintenances are done during off peak hours and or weekends.
- We reserve the rights to perform emergency maintenances at any given point of time in an event of a Security Threat or Hardware Failure.
To apply for the SLA credit, please open the support ticket at https://manage.grabweb.net