Sharktech Inc. recognizes the hosting needs of our customers and the imperative requirement to continually satisfy them. In the below Service Level Agreement we address the service level committed to by our company. This is a contract between Sharktech Inc. and its customers.
Sharktech Inc. provides a 99.99% network guarantee of its own network to its Customers and as such, all Services and network equipment are monitored to meet this guarantee. However, Sharktech Inc. cannot guarantee that remote networks will remain accessible at all times. This guarantee excludes any occasional scheduled maintenance, which Sharktech Inc. will notify its Customers of in advance or the rare case of emergency maintenance which may be performed without prior notification in order to secure the Service.
If Sharktech Inc. fails to meet the network guarantee terms of this SLA, it will issue a refund to the Customer(s) in accordance with the below schedule. Credits will be furnished within two billing cycles of the Customer’s notification, if approved. Credits are nonrefundable and will only be applied to future billing cycles.
To receive a credit, Customers must meet the following criteria:
The Customer will not be offered credits if:
Sharktech Inc. does not guarantee the uptime of hardware owned by Customers located within the data center premises, but will do its best to bring the hardware back online in the case of failure.
Sharktech Inc. guarantees the uptime of its dedicated server hardware and will replace the failed equipment at no cost to the Customer. The replacement will occur within six hours of notification, which is to be reported to Sharktech Inc.’s HelpDesk, and covers failed RAM, processors, hard drives, motherboards, network cards and other hardware found to be at fault.
Sharktech Inc. does not guarantee that its network traffic will follow any specific network path or will receive any quantified traffic allocation. Due to the inherent nature of networks, all traffic is ultimately shared and the path selection will be at the sole discretion of Sharktech Inc.
All rendered services provided by Sharktech Inc. are considered unmanaged, unless otherwise expressly noted by prior agreement.
By ordering Service from Sharktech Inc., the Customer has acknowledged acceptance of this SLA as well as Sharktech Inc.’s Terms of Service.
This SLA was last updated on August 1, 2014.