SERVICE LEVEL AGREEMENT

Hardware SLA
Hardware replacement is guaranteed to be complete within 2 hours of problem identification. The hardware replacement timer begins once customer opens trouble ticket and Innovative Hosting has determined the cause of the problem to be faulty hardware. The period of time it takes to troubleshoot the server and identify the problem is outside the 2 hour SLA.In the event we are unable to replace the faulty hardware within 4 hours, Innovative Hosting will credit the customer 5% of the monthly fee per additional hour of downtime incurred (up to 100% of customer’s monthly server fee).

All services below are provided free of charge to any dedicated server provided by Innovative Hosting.

• • Hardware Replacement
  • Initial Server hardening
  • Software Firewall implementation (upon request)
  • Free Cross Connects
  • Unlimited Reboots via ticket system request
  • Access to Knowledge Base (cPanel, Hsphere, Plesk, Hosting Controller and DirectAdmin)
  • Flash Training Movies for support control panels (Hsphere, cPanel, DirectAdmin, HostingController and Plesk)
  • MRTG bandwidth graphs
  • 15 minutes per month Hands and Eyes Console Access (additional time will be billed at $100 per hour)

Managed SLA
Innovative Hosting managed servers get special priority on all issues relative to the customer’s server. We offer a wide range of managed services which vary in cost depending on the level of management you require. Please refer to our Managed Server Pricing Matrix for information on services offered and guaranteed.

Network SLA
Innovative Hosting is committed to providing a standard of service and reliability unparalleled in the hosting industry. Innovative Hosting guarantees network uptime of 99.999%. The Innovative Hosting Data Center uses redundant Cisco and Foundry components to eliminate any single point of failure. Our network is multi-homed through redundant high-speed carriers which results in you, the customer, always being able to count on fast and reliable connectivity to our network. Our Data Center is outfitted with redundant CRAC, Battery Power and Diesel Generator Power to ensure uptime in any situation. Innovative Hosting Corporation maintains low overall network utilization at all times providing durability during any large internet routing issues such as a DDOS or DOS attack.

The Innovative Hosting Data Center is ultra-secure with only Innovative Hosting employees having access to any of our server rooms. In the event a customer needs personal access to their server they will be escorted to their server by a Innovative Hosting Corporation technician or Account Manager who will assist and monitor activity. Access to our facility is only granted via employee key cards.

Innovative Hosting guarantees the uptime of its network 99.999% of the time excluding scheduled maintenance.

In the event any customer experiences anything less than 99.999% uptime of the Innovative Hosting Network a credit will be added to the account upon request. Network downtime is defined as the inability to transmit or receive data due to the failure of Innovative Hosting owned network equipment. Innovative Hosting will provide a 5% credit to the affected server or shared account for each hour of downtime beyond 0.1% per month. No customer may receive credits totaling more than one month of service per affected server or shared account. Downtime is measured from the time a trouble ticket is opened by the affected customer to the time Innovative Hosting determines the issue to be resolved, excluding scheduled maintenance.