i-NetSolutions is proud to offer an exceptional level of performance, reliability, and service. Our SLA guarantees our network/equipment reliability and performance of our servers.  This SLA applies to our dedicated hosting customers.

Uptime Guarantee: We strive to maintain a 100% network and server uptime service level. This uptime percentage is a monthly figure, and is is calculated solely by our monitoring systems or contracted outside monitoring services. Although we strive for 100% uptime we guarantee 99.9% uptime.  If  i-NetSolutions fails to meet its 99.9% uptime guarantee, and it is not due to one of the exceptions below, upon request, customers will be entitled to receive a credit on a case-by-case basis. We will not credit a full month's service for minor downtime. Partial refunds for partial downtime is our standard policy. In extreme circumstances, we may provide a full month credit which will be determined on a case-by-case basis. Details on how credit amounts are calculated can be found below. Exceptions: Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the Data Center network caused by or associated with: Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, "Acts of God" (ie...fire, flood, earthquake, tornado, etc.), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level Agreement Telco Failure (ie...Verizon™ cutting a fiber line somewhere) Backbone peering point issues (ie...UUnet™ having a router go down in Virginia that wipes out internet service for a portion of or the entire East Coast) Scheduled maintenance for hardware/software upgrades Hardware failure (faulty hardware is rare, but cannot be predicted nor avoided). We utilizes only name brand hardware of the highest quality and performance. Software bugs/flaws (Expolits and bugs may develop that cause security issues or downtime) DNS issues not directly within our control Network floods, hacks, attacks from outside parties or individuals Failure or error of any defective monitoring or measurement system Client’s acts or omissions, including without limitation, any negligence, willful misconduct, or use of our service(s) in breach of our Terms of Service/Acceptable Use Policy (TOS), by Client or others authorized by Client. Connectivity:  i-NetSolutions goal is to provide service to our Clients free of outages 100% of the time.  An "outage” is defined as an instance in which Client is unable to transmit and receive IP packets due to a Data Center service failure for more than 15 consecutive minutes, excluding service failures relating to our Data Center's scheduled maintenance and upgrades. Our network does not include client premises equipment or any Telco access facilities connecting Client's premises to such infrastructure. Our Data Center technician's goal is to keep Average Round-Trip Latency on the our network to 85 milliseconds or less. We define “Average Round-Trip Latency”, with respect to a given month, as the average time required for round-trip packet transfers between the our network and major US backbone peering points during such month, as measured by our Data Center. i-NetSolutions goal is to keep Average Packet Loss on our network to 1% or less. i-NetSolutions defines “Average Packet Loss”, with respect to a given month, as the average percentage of IP packets transmitted on our network during such month that are not successfully delivered, as measured by our Data Center technicians. Measurement: i-NetSolutions will periodically (on average every 5 minutes) monitor our network and server availability using software and hardware components capable of measuring application traffic and responses. Client acknowledges that that such measurements may not measure the exact path traversed by Client’s internet connection, and that such measurements constitute measurements across our network but not other networks to which Client may connect. i-NetSolutions reserves the right to periodically change the measurement points and methodologies it uses without notice to Client. Full network and server reporting will be posted to a location designated by i-NetSolutions and made available to Client. Hardware Failure: i-NetSolutions stands behind all equipment on our network.  Faulty hardware is rare, and cannot be predicted nor avoided. i-NetSolutions utilizes only name brand hardware of the highest quality and perfomance. i-NetSolutions will replace all faulty hardware affecting performance levels of equipment which includes hardware issues that cause server crashes or speed issues.  Router failure is an exception to this SLA guarantee, and may require on-site Cisco™ engineers or backbone provider emergency personnel to correct the problem. Router failure is governed by current Data Center contracts with Cisco™ and backbone providers in regard to the emergency repair service in case of such an issue.  Our Data Center technicians will replace all faulty hardware on dedicated servers (rented or leased servers), at no charge to the Client, with an unlimited free replacement policy. This includes parts ordered as upgrades. Data Center technicians will replace all faulty hardware on all non-purchased dedicated and wireless access customer premise equipment, at no charge to the Client, unless equipment has been tampered with, or damage is caused by direct neglect/action(s) of Client. Credits: Credit must be made by submitting a written request here.  Each request in connection with network/server outages/downtime must be received within five days of the occurance. Each validly requested credit will be applied to a Client invoice within 30 days after receipt of such request. Credits are exclusive of any applicable taxes charged to Client. Upon Client’s request (in accordance with the procedure set forth below), a credit will be issued to Client for network/server outages/downtime occurring during any calendar month that are reported by Client and confirmed by  i-NetSolutions measurement reporting system. Such credit will be equal to one day’s worth (1/30th) of the monthly fees paid by Client, (for all service fees paid if network outage, or specific affected service fees paid if individual server downtime) multiplied by each hour (or portion thereof rounded to nearest next hour) of the cumulative duration of such outage/downtime. SLA Credits 99.9 to 100%   Earned Credit = 0% 99% to 99.8% Earned Credit = 5% 98% to 98.9% Earned Credit = 10% 97% to 97.9% Earned Credit = 25% 90% to 96.9% Earned Credit = 50% 89% or below Earned Credit = 100% General:  i-NetSolutions reserves the right to change or modify this SLA to benefit the Client, and will post changes to location currently housing this SLA at time of modification, which will be made available to Client. Except as set forth in this SLA,  i-NetSolutions makes no claims regarding the availability or performance of our network or servers. Specific terms/points of this SLA may be adjusted on a case by case basis by the specific Service Agreement signed/agreed by client. In case of difference terms/points in SLA and Service Agreement, the Service Agreement terms/points prevail over this general SLA policy. The Service Agreement signed/agreed by client, is above and beyond this SLA, and Service Agreement terms are in affect, including, but not limited to, limitations of liability.