Service Level (SLA)
We understand how important high service availability is to our clients, and we strive to provide services that always exceed expectations. To ensure maximum availability and performance, we offer the following service levels. MDP CLOUD SLA establishes service standards in these key areas:
Network Availability
We guarantee that our network will be available 100% of the time (except for scheduled maintenance). If the network is down, MDP CLOUD will compensate for the downtime by waiving the monthly server fee for the client (up to 100% of one monthly fee; the amount will be deducted from future payments).
Network uptime includes the operation of the entire network infrastructure, including connections, cables, and routers. Services or software running on your server are not included in our network definition. Network downtime is recorded if your server cannot send and receive data and if a related request is posted in MDP CLOUD's request tracking system.
Infrastructure Guarantee
We guarantee that all critical systems, including power and HVAC systems, will operate 100% of the time (except for scheduled maintenance). In the event of a failure of critical systems, MDP CLOUD will compensate for the downtime by waiving the monthly server fee for the client (up to 100% of one monthly fee; the amount will be deducted from future payments). Critical systems include all power and HVAC infrastructure, as well as UPS equipment and cables. Individual server power is not included.
Downtime of critical systems is recorded when the client's server goes offline due to power or heating issues and a related request is posted in MDP CLOUD's request tracking system. Downtime of critical systems is calculated from the time the request is posted until the issue is resolved and the server is powered back on.
Hardware Guarantee
We guarantee the proper functioning of the hardware components you have rented and offer free replacement of defective components. The replacement process will begin after the source of the problem is identified. We guarantee that we will replace the hardware in less than 4 hours. If the replacement of defective hardware takes more than 1 hour, we will reduce your monthly fee by 5% for each additional half hour of downtime (but not exceeding 100% of one monthly fee; the amount will be deducted from future payments).
Hardware includes processors, RAM, hard drives, motherboards, network cards, and other related components included in the server rental agreement. Clients who have not paid cannot use our service level agreement. For more information and to learn about the terms of the MDP CLOUD service level agreement, please contact your account manager.
This is a brief description of the SLA; it does not nullify existing agreements between MDP CLOUD and clients, nor is it valid without a signed server agreement. The client must submit all claims within 3 days of the recorded downtime.