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 the
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
the prorated
monthly fees for every additional hour of down time
beyond the 1st two hours up to 100% of
the customer’s monthly fees.
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.
*(For
servers sold on or after 08/26/2002; servers sold
prior to this date use the service level agreements
as found in their contracts)
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