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ServerWise Group is committed to providing services
at a standard of excellence commensurate with the best
practice in the industry. Network uptime and server
availability are of the highest importance. The following
service levels are designed to assure our customers
of ultimate performance and maximal uptime.
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Hardware
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We stand behind our computers with an "unlimited
free replacement warranty" for ALL leased or rented
systems, including individual parts ordered as upgrades
from ServerWise Group.
ServerWise Group will replace, at no charge (including
labor), the following components or system parts: System
Enclosures or cases, CPU or Processors, Random Access
Memory (RAM), System Motherboards, Controllers, Ethernet
Adapters, Ethernet or Network Cards, CD ROMs, Floppy
Drives, IDE or SCSI Hard Disk Drives, SCSI Adapters,
Video Cards, Sound Cards, Surge Protectors and Un-interrupted
Power Supplies (UPS), Network and Power Cables, System
Power Supplies, System Fans.
Repair will start upon our identification of the hardware
failure and will be completed within 2 hours from problem
identification. If faulty hardware replacement takes
more than 2 hours, customer will be refunded 5% of monthly
fee per additional hour of down time (up to customer's
full monthly fee).
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Network
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ServerWise Group uses Cisco switches, routers, and
other networking equipment. Redundant components are
used to ensure uptime and minimize failure. Our network
is connected through multiple DS-3 fiber optic lines
within our dual OC-12 SONET Ring to several backbone
providers, for fast, reliable connectivity.
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Network Uptime
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ServerWise Group guarantees network availability of
99.9% in a given month (43.2 minutes downtime per month),
excluding scheduled maintenance. Network is considered
unavailable if there is a 100% packet loss from ServerWise to its backbone providers. We will refund customers 5% of the monthly fee for each additional hour of downtime
(up to 100% of customer's monthly fee). Network infrastructure
is all equipment, from the cable connected to the server's
NIC to the backbone provider, and includes routers,
switches and cabling. Downtime is measured past 10 minutes
after notification of network failure, via the ticketing
system. If the ticketing system itself is unreachable,
the ticket must be started by emailing ServerWise Support. ServerWise personnel will determine end of downtime by a traceroute to the customer's machine from outside
ServerWise Group.
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Claiming Refunds
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Customer is responsible for notifying the billing department
for any credits due for the month within seven days
from the time of the incidence. Customer should supply
all relevant information, including ticket numbers,
for refund to take place. Denial of customer claims
may be appealed through the normal escalation procedure.
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Customer Spamming Policy
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| ServerWise Group has zero
tolerance for spam originating from our customers, or
from our customers' customers, or for spam advertising
web sites of our customers or our customers' customers |
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