Service Level Agreement (SLA)
We understand how important high service availability is to our customers, and we strive to provide services that always exceed expectations. To ensure maximum availability and performance, we offer the following service levels. The MDP CLOUD SLA sets service standards in the following critical areas:
We guarantee that our network will be available 100% of the time (except for scheduled maintenance). If the network is down, MDP CLOUD will not charge the customer a monthly fee for the server (no more than 100% of a single monthly fee; the amount will be deducted from future payments) to compensate for the downtime.
Network health includes the performance of the entire network infrastructure, including connectors, cables, and routers. Services or software running on your server are not included in our network definition. Network downtime is recorded if your server is unable to transmit and receive data and if a related request is posted in the MDP CLOUD request tracking system.
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 critical system failure, MDP CLOUD will waive the customer's monthly server fee (no more than 100% of a single monthly fee; the amount will be deducted from future payments) to compensate for downtime. Critical systems include all power and HVAC infrastructure, as well as UPS equipment and cabling. Powering individual servers is not included.
Critical systems downtime is recorded when a customer's server goes down due to power or heating issues and a related request is posted in the MDP CLOUD request tracking system. Critical system downtime is counted from the time the request is posted until the problem is resolved and the server is turned on.
We guarantee the proper functioning of your rented hardware components and free replacement of defective components. The replacement process will begin after identifying the source of the problem. We guarantee a hardware replacement in less than 4 hours. If it takes more than 1 hour to replace the broken hardware, we will reduce your monthly fee by 5% for each additional half hour of downtime (but not more than 100% of a single monthly fee; the amount will be deducted from future payments).
Hardware means processor(s), RAM, hard drive(s), motherboard, network card and other related components included in the server lease. Non-paying customers cannot use our service level agreement. Please contact your account manager for more information and the terms of the MDP CLOUD SLA.
This is a short description of the SLA, it does not invalidate existing agreements between MDP CLOUD and customers, nor is it valid without a signed server agreement. The customer must submit all claims within 3 days of the registered downtime.