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Hardware SLA

HiVelocity 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.

Infrastructure

ServiceLevelAgreements

NetworkDatacenter

  • 10,000 square feet available in bakers racks, cabinets , private suites, and cages
  • Power: 200 watts per square foot, 1.8 megawatts, feeds from multiple energy grids, 60 minutes UPS battery time at peak load
  • Security: Customer 24x7 access, 24x7 security personnel, key card/keypad access
  • Entrance: Two diverse fiber entry points
  • HVAC: 70F Air temperature
  • Fire Suppression: FM200
  • Roof Rights: 35 floor building Antenna space available

Hardware replacement is guaranteed to be complete within 4 hours of problem identification. The hardware replacement timer begins once customer opens trouble ticket and Hivelocity 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.

HiVelocity Guarantee

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


Service Level Agreements

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

  • Hardware Replacement
  • Initial Server hardening
  • Software Firewall implementation (upon request)
  • Free Cross Connects
  • Unlimited Reboots
  • Access to Knowledge Base
    (cPanel, Hsphere, Plesk, DirectAdmin)
  • Flash Training Movies for support control panels
    (Hsphere, cPanel, DirectAdmin, HostingController and Plesk)
  • Adult Content allowed
  • Bandwidth upgrades
  • MRTG bandwidth graphs
  • 15 minutes per month Hands and Eyes Console Access
    (addl time will be billed at $65 per hour)
  • Reverse DNS
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