SixSigmaHosting.com's - Service Level Guarantee

Network Uptime - 100% Guaranteed

SixSigmaHosting.com guarantees that the network will be available 100% of the time in a given month excluding scheduled maintenance. SixSigmaHosting.com will refund the customer 5% of the monthly fee for each additional 30 minutes of downtime (up to 100% of customer?s monthly fee for the specific equipment affected). Network uptime includes functioning of all network infrastructure such as routers, switches and cabling, but does not include software and services running on your server. Network downtime exists when your server is unable to transmit and receive data and SixSigmaHosting.com records such failure in the SixSigmaHosting.com trouble ticket system. Network Downtime is measured from the time a trouble ticket is opened.

Hardware - 100% Guaranteed

SixSigmaHosting.com guarantees that all hardware components in your server, and will replace any failed components at no cost to you. Once SixSigmaHosting.com determines the cause of the problem, hardware replacemnet will commence. If it takes us more than one hour to replace the faulty hardware from the time the cause is determined, SixSigmaHosting.com will refund 5% of the monthly fee per additional hour of downtime (up to 100% of your monthly fee for the specific server affected). Excludes reloading operating systems, applications, and rebuilding RAID arrays.

Infrastructure - 100% Guaranteed

SixSigmaHosting.com guarantees that all critial infrastructure components including power supplied to your server and HVAC, will be available 100% fo the time in a given month excluding scheduled maintenance. SixSigmaHosting.com will refund 5% of the monthly fee per additional 30 minutes of downtime (up to 100% of your monthly fee for the specific server affected). Critical infrastructure includes functioning of all power, HVAC, and cabling but does not include the power supplies on customers' servers. Infrastructure downtime exists when your server is shut down due to power or cooling issues and is measured from the time a trouble ticket is opened.