SLA for Dedicated and Co-location Services

Virtualdataspace.com will make every effort to ensure that your site(s) and server(s) are accessible to you and to third parties via http.

I. Uptime Guarantee
For those purchasing the Virtualdataspace.com dedicated configuration, we offer an uptime guarantee of 99.9% on all network equipment and servers. Server uptime is calculated and logged as described Section II. Uptime is defined as having the ability to retrieve the HTTP header files from your site. This indicates that the server, the operating system and our connectivity are all functioning. Virtualdataspace.com backs this guarantee by offering credits to those who experience uptime of less than 99.9%:

-Server availability: 99% - 99.9% 10% credit
-Server availability: 95% - 98.9% 25% credit
-Server availability: 90% - 94.9% 50% credit
-60 Minutes of continuous downtime: 25% credit
-Three 60-minute intervals or more: 50% credit

Under no condition will the maximum credit exceed fifty percent (50%) of the monthly service charge for the affected month. To receive the credit you must be in good financial standing with Virtualdataspace.com Exclusions:

Server downtime is not recorded and no credit will be issued if the server is rebooted per your request, during scheduled or emergency system maintenance or per your instruction via e-mail. Outages due to memory leaks or excessive CPU consumption in customer scripts/applications, DoS attacks on the customer web server or other forms of intrusion or server hardware failures are excluded from the uptime guarantee.

II. Server Monitoring, Problem Notification and Resolution

Basic server monitoring and downtime logging
To verify that the server is up we will ping HTTP service on it (retrieve HTTP headers) every 5 minutes with a 30-second threshold. If HTTP service does not respond the server is considered non-operational and may be manually rebooted if required. In cases where two or more consecutive HTTP tests fail, server downtime will be registered as the number of minutes between the first and the last failed tests. Downtime of less than 5 minutes in duration is not recorded. Virtualdataspace.com calculates server uptime based on this type of server monitoring.

III. Server Maintenance and Administration

Routine Maintenance Operations
In order to ensure that your server is operational Virtualdataspace.com will perform routine maintenance on your server. This will include installation of security patches, system updates, disk de-fragmentation, etc. This maintenance will be performed outside normal business hours and you will be notified at least 24 hours in advance of any maintenance that will be performed on your server(s).If you will require a site visit to reboot your server at your request, we charge $40/incident.

Server Hardware Guarantee
Clients with dedicated servers hosted by Virtualdataspace.com are eligible for our Hardware Guarantee. If a hardware component included as part of the Client’s dedicated server hardware configuration fails during the term of our contract, we will replace it at no charge to the client. We guarantee we will have a representative on site within 4 hours to replace the defective hardware. For every hour after 4 hours, we will credit the customer 5% (five percent) of the Client’s base monthly recurring fee per hour of downtime up to 50% of the base monthly recurring fee. This guarantee covers the power supply(s), cabling, CPU(s), motherboard, network card(s), hard disk(s), modem(s), and RAID or disk controller(s). This guarantee does not cover data recovery or restoration. The guaranteed replacement time window does not include time to rebuild a RAID array, although that service is included at no charge. All problems resulting from mistakes in server configuration will be fixed free of charge.Virtualdataspace.com cannot, and does not, guarantee that it will be able to resolve all operating system related problems that can result from multiple issues, including unique Client software. However, Virtualdataspace.com will use industry standard efforts and practices to resolve the problems as quickly as possible.

Installation of Security Patches, System Updates and Service Packs
Virtualdataspace.com will install minor system patches within two weeks of the release date during the next scheduled maintenance period to minimize service disruption. Critical security updates will be installed as they are released. Virtualdataspace.com is not responsible for any downtime resulting from incompatibilities between your scripts and software updates and patches.

IV. Backup and Data Recovery
Backup Services are included in the Dedicated Server packages. However, Backup Service covers only routine and scheduled backup operations, or in the case of a hardware failure that warrants a restoration of data. It does not, however, cover the process of restoring files at the customer’s request. File restoration at the customer’s request will be billed at a cost of $40/hour. Virtualdataspace.com is not responsible for data loss resulting from the failure or loss of backup media.