Service Level Agreements
Network Uptime Guarantee – 99.999% Uptime
Dynamic Net, Inc. guarantees that the network will
be available 99.999% of the time in a given month.
That translates to no more than 24 seconds of
downtime per month. This does exclude scheduled
maintenance.
Network uptime includes functioning of all network
infrastructure including routers, switches, and
cabling.
Dynamic Net, Inc. will refund the customer 1 day of
prorated
monthly fees for every 30 minutes of downtime beyond
the 1st 24 seconds in a given month up to
100% of the customer’s monthly fees.
Hardware Repair and Replacement Guarantee – 2
Hours
Dynamic Net, inc. guarantees that any leased
hardware will be repaired or replaced at no cost to
the customer within two hours after identifying the
problem as being the hardware.
Dynamic Net, Inc. will refund the customer 1 day of
prorated monthly fees for every additional hour of down time
beyond the 1st two hours up to 100% of
the customer’s monthly fees.
Support Guarantee – 15 minute Response Time
Dynamic Net, Inc. guarantees a 15-minute response
time 24x7x365 to any monitoring alert or emergency
support issue.
You,
our customer, determine what is and is not an
emergency support issue. When you are not sure, we
will err on the side of caution and treat it like an
emergency.
Your
communication about emergencies can come in any form
– phone call, facsimile, email, web-based ticketing
system.
Dynamic Net, Inc. will refund the customer $375 per
server involved for each 15 minutes beyond the 1st
15 minutes we did not respond in a given month up to
$1,500 in a given month.
Security Update Guarantee – 3 business days
Dynamic Net, Inc. guarantees our staff will install
available security patches for the operating system
and all applications on our update list within three
business days of their release.
Dynamic Net further guarantees where possible
patches will be tested prior to their application
and that based on the customer’s test procedures,
testing will be done after the patches have been
applied to ensure nothing was broken.
Dynamic Net, Inc. will refund the customer $25 per
server unpatched for each day the patches are not
applied up to $75 per server in a given month.
Reimbursement Guarantee – 10 business days
If
Dynamic Net, Inc. fails to meet our service level
guarantees in any of the above-mentioned areas,
contact our accounting or support department within
ten (10) days of the occurrence. Refunds will be
applied to the next billing cycle following a
service failure.
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