Determining if you should host ACTS internally or on our enterprise-class servers is never easy. We know that the availability of your information is of utmost importance and entrusting your hosting to Ecocion is something that we take seriously. That's why we have built the hosting industry's most aggressive Service Level Agreement (SLA) to cover the multiple components that keep your site up and running.
Ecocion's SLA is a contract between you, the customer, and Ecocion. It defines the terms of our responsibility and the money back guarantees if our responsibilities are not met. We want our customers to feel at ease with their decision to host with Ecocion, and knowing that Ecocion takes your application's uptime as seriously as you do is imperative.
The Ecocion SLA covers three components that support the availability of ACTS:
100% Network Uptime
Ecocion guarantees that its network will be available 100% of the time in a given month, excluding scheduled maintenance. Network uptime includes functioning of all network infrastructure including routers, switches and cabling, and the ACTS application and database. Network downtime exists when a particular customer is unable to transmit and receive data and is measured from the time the trouble ticket is opened.
Ecocion Guarantee: Upon experiencing downtime, Ecocion will credit the customer 5% of the monthly hosting fee for each 60 minutes of downtime (up to 100% of customer's monthly fee for the affected server).
Infrastructure
Ecocion 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 customers' servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems and is measured from the time the trouble ticket is opened to the time the problem is resolved and the server is powered back on.
Ecocion Guarantee: Upon experiencing downtime, Ecocion will credit the customer 5% of the monthly hosting fee for each 60 minutes of downtime (up to 100% of customer's monthly fee for the affected server).
Hardware
Ecocion 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.
Hardware replacement will begin once Ecocion identifies the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification.
Ecocion Guarantee: In the event that it takes us more than one hour to replace faulty hardware, Ecocion will credit the customer 5% of the monthly hosting fee per additional 120 minutes of downtime (up to 100% of customer's monthly fee for the affected server).
Effective Date: January 1, 2010
