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Service Level Agreement (1/1/2024)

We reserve the right to alter this Service Level Agreement at any time, and such modifications shall become immediately effective upon posting the modified Service Level Agreement or by notification to you of the modified Service Level Agreement.

Hardware Replacement Service Level Agreement - Dedicated Servers & Virtual Machines

1A Data Centers guarantees that in the event of a server hardware failure, the faulty hardware will be replaced, in most cases, within 120 Minutes of identifying the problem. In the event that this guarantee is not met, 1A Data Centers will issue a credit for ten times the actual amount of additional downtime. The amount of compensation may not exceed the monthly recurring charge of the affected service. This guarantee does not include the time it requires to perform additional related maintenance, including rebuilding server from backups, reloading the operating system, reloading and configuring applications, or rebuilding RAID arrays.

Network Uptime Service Level Agreement - For all Services

1A Data Centers guarantees network uptime to be 100%. This guarantee assures that all our network will be reachable from the internet 100% of the time.

Network SLA Remedy - For all Services

In the event that 1A Data Centers does not meet this SLA, Hosting clients will become eligible to request compensation for downtime reported by service monitoring logs. The customer will receive a credit for 10 times the actual amount of downtime. This means that if your server is unreachable for 1 hour, you will receive 10 hours of credit.

All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the affected service monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of 1A Data Centers Terms of Service or if the account is in default of payment.

SLA Exclusions

Many possible situations are completely beyond the control of 1A Data Centers, and therefore are not in the scope of this SLA. These situations include:

  • Scheduled Network Maintenance - occasionally network maintenance will be required. 1A Data Centers will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the e-mail address we have on file. Scheduled maintenance periods are not eligible for SLA credits.
  • Hardware Maintenance - on rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. 1A Data Centers will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
  • Software Maintenance - an important part of managing a IT equipment is keeping the software up to date. Occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
  • Malicious Attacks - if a third party not associated with 1A Data Centers initiates a "Denial of Service" or other form of disabling attack against your services or major portions of our network, 1A Data Centers will do everything in its power to stop the attack, but cannot guarantee a resolution time.
  • Legal Actions - In the case that a legal action is taken against a customer of 1A Data Centers and 1A Data Centers is required to act in accordance with the order, 1A Data Centers shall not be responsible for any SLA damages.

Compensation

All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the affected services monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of 1A Data Centers Terms of Service or if the account is in default of payment. Duplication of SLA compensation is not allowed. Only one SLA credit may be given per incident. For example: if a network outage SLA event and a hardware event happen simultaneously. SLA compensation will only be given for one of the events.