Service Level Agreements

Service Level Agreements

99.99% Network Uptime

All services below are provided free of charge to any dedicated server provided by us.

1. Hardware Replacement
2. Initial Server hardening
3. Software Firewall implementation (upon request)
4. Free Cross Connects
5. Unlimited Reboots
6. Access to Knowledge Base (cPanel, Plesk, DirectAdmin)
   
7. Flash Training Movies for support control panels( cPanel, DirectAdmin, and Plesk)


8. 15 minutes per month Hands and Eyes Console Access (addl time will be billed at $65 per hour)
   
9. Reverse DNS

Network SLA

HostMacro is committed to providing a standard of service and reliability unparalleled in the hosting industry. HostMacro guarantees network uptime of 99.9%. The HostMacro Data Center uses redundant Cisco and Foundry components to eliminate any single point of failure. Our network is multi-homed through redundant high-speed carriers which results in you, the customer, always being able to count on fast and reliable connectivity to our network. Our Data Center is outfitted with redundant HVAC, Battery Power and Diesel Generator Power to ensure uptime in any situation. HostMacro maintains low overall network utilization at all times providing durability during any large internet routing issues such as a DDOS or DOS attack. The HostMacro Data Center is ultra-secure with only HostMacro employees having access to any of our server rooms. In the event a customer needs personal access to their server they will be escorted to their server by a HostMacro technician or Account Manager who will assist and monitor activity. Access to our facility is only granted via employee key cards.

HostMacro guarantees the uptime of its network 99.9% of the time excluding scheduled maintenance. In the event any customer experiences anything less than 99.9% uptime of the HostMacro Network a credit will be added to the account upon request. Network downtime is defined as the inability to transmit or receive data due to the failure of HostMacro owned network equipment. HostMacro will provide a 5% credit to the affected server or shared account for each hour of downtime beyond 0.1% per month. No customer may receive credits totaling more than one month of service per affected server or shared account. Downtime is measured from the time a trouble ticket is opened by the affected customer to the time HostMacro determines the issue to be resolved, excluding scheduled maintenanance.

Self Managed SLA

Self-Managed servers are provided with initial security hardening, hardware replacement and reboots free of charge, 24 hours per day, 7 days per week, 365 days per year. Guaranteed support response time of 4 hours or less. All self-managed customers are guaranteed remote access to their server via SSH or RDP 99.9% of the time. The HostMacro Data Center is manned with highly skilled technicians every moment of every day. In the event any self-managed customer requires extensive trouble shooting beyond 15 minutes of time a charge of $65 per hour may apply. If it is determined the server is experiencing problems due to a problem on the HostMacro network or HostMacro hardware no charges will be applied and a credit may be placed on the account upon customer request (refer to the Network SLA regarding our 99.9% uptime guarantee).

Managed SLA

HostMacro Managed Servers get special priority on all issues relative to the customer's server. We offer a wide range of managed services which vary in cost depending on the level of management you require. Please refer to our Managed Server Pricing Matrix for information on services offered and guaranteed. In the event HostMacro falls short of its priority support guaranteed time frame, a credit of 5% will be placed on the customer's account. You can view what is included with each level of our managed services here.

Hardware SLA

HostMacro guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer. Qualifying Hardware is Processor(s), RAM, hard drive(s), motherboard, NIC(s), power supply and other related hardware included with the server.

Hardware replacement is guaranteed to be complete within 4 hours of problem identification. The hardware replacement timer begins once customer opens trouble ticket and HostMacro has determined the cause of the problem to be faulty hardware. The period of time it takes to troubleshoot the server and identify the problem is outside the 4 hour SLA.

HostMacro Guarantee: In the event we are unable to replace the faulty hardware within 4 hours, HostMacro will credit the customer 5% of the monthly fee per additional hour of downtime incurred (up to 100% of customer's monthly server fee).