Service Level Agreement
Hardware Replacement Service Level Agreement
RoyceSoftware guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 24 hours of identifying the problem. In the event that this guarantee is not met, RoyceSoftware will issue a credit for ten times the actual amount of additional downtime. The amount of compensation may not exceed the customer’s monthly recurring charge. This guarantee does not include the time it takes to perform additional software related maintenance, including rebuilding web accounts from backups or rebuilding raid arrays.
RoyceSoftware’s cumulative average time to replace failed hardware is under 60-90 minutes.
Network Uptime Service Level Agreement
RoyceSoftware guarantees network uptime to be 99.95%. This guarantee assures that all major routing devices within our network are reachable from the global internet 99.95% of the time.
Network SLA Exclusions
Many possible situations are completely beyond the control of RoyceSoftware, and therefore are not in the scope of this SLA. These situations include:
Scheduled Network Maintenance – occasionally network maintenance will be required. RoyceSoftware will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file. Scheduled maintenance periods are not eligible for SLA credits.
Hardware Maintenance – on rare occasions, the hardware in your Dedicated Server, VPS or Shared Server may need maintenance or replacement. RoyceSoftware will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
Software Maintenance – an important part of managing a dedicated server, VPS or Shared Server is keeping the software up to date. If you choose to have RoyceSoftware manage your server, occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
Malicious Attacks – if a third party not associated with RoyceSoftware initiates a “Denial of Service” or other form of disabling attack against your Dedicated Server, VPS or Shared Server or major portions of our network, RoyceSoftware will do everything in it’s power to stop the attack, but cannot guarantee a resolution time.
cPanel Issues – if you choose to run cPanel and Web Host Manager on your Dedicated Server, VPS or Reseller Account, the default install will be configured for automatic updates of cPanel related software. On occasion, one of these automatic updates could adversely effect all or part of the cPanel related software on you server. RoyceSoftware will do whatever is necessary to fix any cPanel related problems, but cannot guarantee a resolution time.
Network SLA Remedy
In the event that RoyceSoftware does not meet this SLA, RoyceSoftware clients will become eligible to request compensation for downtime. If RoyceSoftware is directly responsible for causing the downtime, the customer will receive a credit for 10 times (1,000% ) the actual amount of downtime. This means that if your server is unreachable for 1 hour (beyond the 0.05% allowed), you will receive 10 hours of credit.
All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer’s monthly recurring charge.
