Service Agreement
Services SLA ______ [Last Revision: 27-07-2016]

We comprehend the need of high accessibility to our clients and bend over backward to offer types of assistance that reliably surpass your desires. The accompanying help levels are intended to guarantee you of extreme execution and maximal uptime. Each help level determines the Service it is pertinent to, the administration level that applies, and how administration credits are determined for each assistance.

ServerNeed.com give a responsive facilitating administration to all sites and offer a 100% of Guarnteed Network Uptime. We don't continually check the sites we host to guarantee they are working effectively as standard use, support and programming updates can influence site capacities. It is along these lines the duty of the customer to guarantee their site is opporating as it should. 'Continuously on' and 'oversaw facilitating administrations' help can be given and can be cited on dependent upon the situation.
Force And Service Availability :
serverneed ensures that its capacity and administration will be accessible 100% of the time in a given month. You will get Service Credit of Five percent (5%) of the Net MRC for every hour (or part thereof) of Downtime.
Substitution Guarantee :
serverneed ensures the working of all Hardware/Services, and will supplant or fix any bombed part at no expense to you inside 1 hour of Team serverneed's ID of the bombed equipment/benefits (the "Substitution Guarantee").
System Uptime :
Because of our broad system foundation, serverneed can furnish its clients with a 100% Network Uptime Guarantee. If any help doesn't encounter 100% uptime in a given month, serverneed will credit 5% of client's base month to month administration expense for the principal hour of vacation and accordingly an extra 5% for every hour of personal time from that point with a limit of a 80% discount. Any crisis booked vacation taken by serverneed won't have any significant bearing towards this personal time figuring, nor to the credit estimation. This assurance applies to serverneed's system uptime and not to any equipment, programming or administrations running on a client's worker. Record credits will be given when a SLA credit demand is made by the customer. All solicitations for credits must be made inside 3 days of the episode. All solicitations for credits must be made by making a help ticket at https://robot.serverneed.com to BILLING office.
Special cases :
serverneed can't be held at risk for worker vacation or information misfortune in any situation except if because of direct carelessness including however not restricted to the accompanying conditions:
I) Circumstances past serverneed's sensible control, including, without restriction, demonstrations of any administrative body, war, revolt, harm, ban, fire, flood, inaccessibility of or interference or postponement in broadcast communications or outsider administrations, disappointment of outsider programming or powerlessness to get crude materials, supplies, or force utilized in or gear required for arrangement of the serverneed SLAs;
ii) Failure to get to circuits to the serverneed's Network, except if such disappointment is caused Solely by serverneed.
iii) Scheduled upkeep and crisis support and updates. serverneed saves as long as 1 hour of worker inaccessibility every month for support purposes.
iv) DNS issues outside the immediate control of serverneed.
v) False SLA penetrates revealed because of blackouts or blunders of any serverneed's uptime checking framework.
Net MRC implies :
In regard of facilitating administrations, the month to month repeating charge for the influenced facilitating Service for the setup encountering the issue, yet barring any extra or discretionary Services which are excluded as a component of the standard facilitating plan yet are incorporated as a feature of such client's month to month repeating charge. In regard of Cloud Services, your Net MRC will be founded on your earlier month's use for the influenced Service where pertinent or, on the other hand, your normal utilization for the influenced Service being supportive of evaluated.
Specialized Support :
serverneed gives Customer completely oversaw specialized help for arrangement of Customer on at least one of the serverneed's workers, access, and other worker related issues to the essential specialized contact for nothing out of pocket. Our workers are checked 24 hours of the day, 7 days of the week, 365 days out of each year and backing operators are accessible by Livechat, Support Ticket (Helpdesk System) or, E-mail as posted in the help segment of the Company's site. If you don't mind send us a message with the full portrayal of the issue and Customer's record username. Kindly don't send different messages on a similar issue. Email issues must be routed to the fitting email account indicated in the help segment of the Company's site.
Reaction times :
Backing, except if noted in any case in a beneficial help level arrangement, specialized help is given by serverneed on a first-come, first-served "best exertion" premise. We plan to in any event recognize, if not completely replied, all messages to our publicized help address ([email protected]) inside 1 working hour. We expect to pick up the telephones during working hours, however under occasions of appeal or staff ailment, may concede to a replying mail where we guarantee to restore all messages at the earliest opportunity.