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Self-Managed SLA

Guaranteed support response time of 4 hours or less. 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

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
The HiVelocity 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 HiVelocity network or Hivelocity 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).


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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