Connectria Managed Hosting -
Service Level Agreement (SLA) *

Connectria offers a Service Level Credit (“SLC”) to Customers should Connectria not meet our strict standards for reliability, security and support.

100% Network Uptime Guarantee


Connectria has built its network to deliver 100% Network uptime to its customers. Because of our extensive network infrastructure, Connectria guarantees that its network will be available 100% of the time in a given calendar month, and includes 100% availability of our routers, switches, cabling and Internet connectivity. Should 100% network uptime not occur, Connectria will refund 5% of the Customer's monthly service fees for those servers affected, for each 30 minutes of network downtime experienced up to 50% of the monthly service fees for those servers affected. Network downtime will be measured from the time when a Connectria trouble ticket is opened by the Customer. This guarantee excludes: any downtime caused by Customer, any scheduled downtime taken by Connectria; the network interface card (NIC) within a Customer's server; firewalls; load balancers; security devices; packet loss outside of the Connectria network; network attacks including but not limited to Denial of Service (DoS) attacks which are covered by the Secure Guarantee below; any Customers that do not use Connectria's NIC teaming (redundant server uplinks); and any services or software running on a Customer’s server(s).

100% Secure Guarantee


Because Connectria has created what it believes is the world’s most secure and reliable managed hosting, Connectria will guarantee that a Customer’s server that is protected by Connectria’s Managed Hosting Plan or higher (a “Protected Customer”) will not get hacked or compromised. In the event that a Protected Customer’s server gets hacked or compromised, Connectria will refund the Customer 5% of the monthly fees for the hacked or compromised server for each 30 minutes of downtime associated with correcting the security issue (up to 50% of Customer's monthly fees for the affected server). Downtime shall be measured from the time a Customer opens a trouble ticket and such time as the security issue is contained, isolated, corrected or resolved. This guarantee shall only apply so long as Customer does not disrupt or disable any Connectria Security feature, nor take any action or allow any action to be taken which compromises the security of the server.

Server, Cloud Computing & Storage Uptime Guarantee


Because Connectria has partnered with Dell to provide customized, highly redundant PowerEdge servers, Connectria provides the following guarantees: A.) Connectria’s server hardware for Dedicated Servers & Silver Cloud Computing solutions will be available 99.9% of the time in a given month, B.) Connectria’s Gold Cloud Computing solutions & Cloud Storage Solutions will be available 99.99% in a given month. Should a Customer not experience these uptime levels, Connectria will refund the Customer 5% of the Customer's monthly service fees for each 30 minutes of downtime (up to 50% of Customer's monthly service fees for the affected Dedicated Server, Cloud Computing Solution, or Cloud Storage Solution). Downtime exists when a Customer's Dedicated Server, Cloud Computing Solution, or Cloud Storage Solution is unavailable due to hardware failure and is measured from the time the Dedicated Server, Cloud Computing Solution, or Cloud Storage Solution goes down until the time it is back online, excluding any scheduled downtime. These guarantees apply to all Connectria Cloud Computing Solutions and Cloud Storage Solutions, and only apply to Dedicated Servers that have redundant hot-swap power supplies and RAID-1, RAID-5 or RAID-10 protected hot-swap disks. These guarantees do not apply to: i.) any software or operating system related issues; ii.) failed disk drives that are not RAID protected; iii.) a failed redundant power supply or failed RAID-protected disk so long as the other power supply or RAID-protected disk(s) are functioning properly; or iv.) any remote consoles or other "out-of-band" management devices. This guarantee does not apply to any time required to rebuild a RAID disk array or the time required to restore or reload any software or data to the affected Dedicated Server, Cloud Computing Solution, or Cloud Storage Solution.
1-Hour Hardware Replacement Guarantee


Because Connectria has qualified hardware technicians available 24/7 to our data centers and Connectria stocks an ample supply of spare parts on all server hardware components that we provide, Connectria will guarantee to replace any failed hardware components provided by Connectria with like or similar hardware at no cost to the Customer within one hour of problem identification. In the event that it takes Connectria longer than one hour to replace any failed hardware component after problem identification, Connectria will refund the Customer 5% of the monthly service fees for each 30 minutes of downtime (up to 50% of Customer's monthly service fees for the affected server). This guarantee will include any hardware included within a Customer’s server. This guarantee does not apply to replacing a failed disk drive that is RAID protected or a redundant power supply so long as the other RAID disk(s) or power supply are functioning properly. This guarantee also does not apply to any time required to rebuild a RAID disk array or the time required to restore or reload any software or data to the affected server.

To receive a Service Level Credit (“SLC”) for any guarantee, Customers must open a Connectria Support Ticket requesting an SLC within 45 days of the incident in question.

* This Service Level Agreement applies to Connectria’s Managed Hosting Services only (which were formerly provided by REDPLAID Managed Hosting, LLC a division of Connectria Corporation). Solutions supported by Connectria’s Custom Hosting Services are addressed by separate Service Level Agreements. THE PARTIES AGREE THAT ANY SLC IS CONNECTRIA’S SOLE LIABILITY AND CUSTOMER’S SOLE AND EXCLUSIVE REMEDY FOR ANY FAILURE BY CONNECTRIA TO MEET THE SERVICE LEVELS SET FORTH IN THIS SERVICE LEVEL AGREEMENT AND OTHERWISE WITH RESPECT TO ANY OF CONNECTRIA’S MANAGED HOSTING SERVICES.