SLA

Service Level Agreement Last Modified - 12/22/2014
The DirectSpace SLA covers four components that support the availability of your service:

100% Network Uptime

We guarantee that our data center network will be available 100% of the time in a given month, excluding scheduled maintenance. The data center network means the portion of the DirectSpace network extending from the outbound port on your edge device to the outbound port of the data center border router and includes DirectSpace managed switches, routers, cabling. DirectSpace Guarantee: DirectSpace will credit your account 5% of the monthly fee for each 30 minutes of network downtime, up to 100% of your monthly fee for the affected service(s).

Infrastructure

We guarantee that data center HVAC and power will be functioning 100% of the time in a given month, excluding scheduled maintenance. Power includes UPSs, PDUs and cabling, but does not include the power supplies on your servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems. DirectSpace Guarantee: DirectSpace will credit your account 5% of the monthly fee for each 30 minutes of infrastructure downtime, up to 100% of your monthly fee for the affected service(s).

Hardware

We guarantee the functioning of all dedicated server hardware components and will replace any failed component at no cost. "Hardware" means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the services. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification. DirectSpace Guarantee: DirectSpace will credit your account 5% of the monthly fee per additional hour of downtime, up to 100% of your monthly fee for the affected server(s).

Support

We guarantee a prompt and rapid 45 minute initial response to all technical support requests. After the initial response, a DirectSpace technician will remedy your situation and provide you with an estimated time it will take to have the issue resolved completely. DirectSpace Guarantee: DirectSpace will credit your account 1% of the monthly fee per additional hour if waiting beyond the initial 45 minutes, up to 100% of your monthly fee for the affected server(s).

Credit Requests

To receive an SLA credit, DirectSpace customers must contact us via support ticket at https://eportal.directspace.net/ .