Dedicated Service Level Agreement

Hotwire Networks

 

   

 

 

Service Level Agreements for Network Uptime, Hardware Replacement, and Response Times


Network Uptime

Hotwire Networks guarantees 100% network uptime. All major routing devices within our network are guaranteed to be reachable 100% of the time.

Hardware Replacement

Hotwire Networks guarantees that if you were to experience a failure of your dedicated server hardware, the defective hardware will be replaced within 60 minutes after the problem is identified. Should this guarantee not be met, Hotwire Networks will credit your account for 5-times the amount of additional downtime, beyond the 60 minute window, in accordance with our monitoring logs.* This guarantee excludes the time required for additional software-related maintenance, including the following: rebuilding RAID arrays, cloning hard drives, rebuilding web accounts from backups, reloading and configuring applications, or reloading the operating system.

*The total amount of compensation may not exceed the customer.s monthly recurring charge.

SLA Exclusions

Many possible situations are beyond the control of Hotwire Networks, and therefore fall outside the scope of this SLA. These situations include:

  • Scheduled Maintenance - Network maintenance will be required on occasion. Hotwire Networks will do everything possible to avoid, or minimize when necessary, downtime during this unavoidable maintenance. Hotwire will notify you of upcoming maintenance via the e-mail address on file. Scheduled maintenance episodes are not eligible for SLA credits.
  • Software Updates - Software updates are required to maintain security and performance. Usually there is little or no downtime during this maintenance, but we cannot guarantee zero downtime in all situations.
  • Hardware Service . The hardware in your Dedicated Server may require service or replacement on rare occasion. Hotwire Networks always tries to minimize downtime during hardware service or replacement. Downtime resulting from hardware maintenance will not be compensated.
  • Attacks . Hotwire Networks is prepared to address malicious attacks, but in the event of a "Denial of Service" or other form of attack against your Dedicated Server or other portions of our network, we cannot guarantee a specific resolution time.
  • cPanel Issues - If you run cPanel and Web Host Manager on your Dedicated Server, the default installation is configured to automatically update cPanel-related software. These automatic updates could adversely affect all or part of the cPanel-related software on your server. Hotwire Networks will do whatever is necessary to address cPanel problems, but we cannot guarantee a specific resolution time for cPanel issues.
  • Legal Actions . When a legal action is taken against a customer of Hotwire Networks, Hotwire Networks must adhere to the law and is therefore not responsible for downtime due to a legal action.

Compensation Agreement

Should, for reasons other than those outlined above, Hotwire Networks not meet our promise, Dedicated Hosting clients can request compensation for downtime. If Hotwire Networks is directly responsible for causing the downtime, the customer will receive a credit for 5-times (500%) the actual downtime experienced during an eligible incident.

Claims must be made within 5 business days to be considered for compensation. If your account is in breach of Hotwire Networks. Terms of Service, or if your account is in default, the Service Level Agreement is invalid.

Response Time

Hotwire Networks customers are guaranteed the following initial response times, varying by contact option:

  • Phone (5 Minutes)
  • LiveChat (5 Minutes)
  • Help Desk (30 Minutes)

Help by Phone (5 Minutes)

A Hotwire Networks agent will respond to your phone call within 5 minutes from the time you call and choose a department. Should Hotwire Networks fail to respond within five (5) minutes, you will be credited 5 times number of minutes beyond our 5 minute initial response time. If you were to wait 11 minutes for a response, your account will receive a half hour of hosting credit.

Help by Live Chat (5 Minutes)

Should you contact us via LiveChat, a Hotwire Networks agent will respond within 5 minutes after you select the department and complete the pre-chat survey questions. Should Hotwire Networks fail to respond within five (5) minutes, you will be credited 5 times number of minutes beyond our 5 minute initial response time. If you were to wait 11 minutes for a response, your account will receive a half hour of hosting credit.

Help Desk (30 Minutes)

If you submit a trouble ticket via our help desk system, you are guaranteed a response from a Hotwire Networks agent within 30 minutes. If Hotwire Networks fails to respond within thirty minutes, you will be credited 5 times the amount of time exceeding our 30-minute response time. If your ticket were to wait 1 hour past our 30-minute response time, your account will receive a 5 hour hosting credit.

Compensation Agreement

Should, for reasons other than those outlined above, Hotwire Networks not meet our promise, Dedicated Hosting clients can request compensation for downtime. If Hotwire Networks is directly responsible for causing the downtime, the customer will receive a credit for 5-times (500%) the actual downtime experienced during an eligible incident.

Claims must be made within 5 business days to be considered for compensation. If your account is in breach of Hotwire Networks. Terms of Service, or if your account is in default, the Service Level Agreement is invalid.

Duplication of SLA compensation is not allowed. Only one credit may be given per incident. For example: if a network outage and a phone delay happen simultaneously, compensation will only be given for one of the events.

Hotwire Networks may use third party services for customer service. Response time claims due to the failure of a third party will not be eligible for compensation.

 

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