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 Corporation 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 Corporation 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 Corporation.

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 Corporation 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 Corporation is committed to providing a standard of service and reliability unparalleled in the hosting industry. Innovative Hosting Corporation guarantees network uptime of 99.999%. The Innovative Hosting Corporation 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 Corporation Data Center is ultra-secure with only Innovative Hosting Corporation 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 Corporation 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 Corporation 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 Corporation owned network equipment. Innovative Hosting Corporation 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 Corporation determines the issue to be resolved, excluding scheduled maintenance.