Service Guarantees
Network Uptime Guarantee - SLA
The Service Level Agreement (SLA) is included in the Terms of Service Agreement and applicable to all services delivered directly to customers from OpenReaction Hosting Solutions, Inc. The SLA is not applicable to unrelated third parties or third party services. The uptime guarantees and the resulting SLA/TOS credits are applied on a monthly basis unless otherwise specified.
The SLA Credits are applied upon request according to the table at the right. |
Uptime Guarantee |
SLA Credit |
| 99.9% |
Uptime Guaranteed |
| 99.8% |
10% |
| 99.7% |
20% |
| 99.6% |
30% |
| 99.5% |
40% |
| 99.4% |
50% |
| 99.3% |
60% |
| 99.2% |
70% |
| 99.1% |
80% |
| 99.0% |
90% |
| 89.9% Or Less |
100% |
|
Hardware Replacement Guarantee
OpenReaction guarantees the replacement of failed hardware and hardware components on all of our dedicated servers and colocation customers with appropriate service contracts. OpenReaction guarantees a failed hardware component will be replaced within four hours of customer notification via our standard support mechanisms. Replacement of failed hardware does not include time required to reload the operating system or replace configuration or application modules.
Specific guarantees with SLA information is listed in the table to the right. |
Hardware Replacement |
SLA Credit |
| 4 Hours or Less |
Replacement Guaranteed |
| 4.1 to 8 Hours |
20% |
| 8.1 to 12 Hours |
40% |
| 12.1 to 16 Hours |
60% |
| 16.1 to 20 Hours |
80% |
| 20.1 Hours + |
100% |
|
Hardware Upgrade Guarantee
| OpenReaction guarantees hardware upgrades will commence and complete within three hours of scheduled hardware upgrade maintenance windows. Hardware upgrades must be scheduled and confirmed in advance through our support system. Extended hardware installation times from initial upgrade commencement shall result in SLA credits for the recurring fee associated with the hardware upgrade. |
Hardware Upgrade |
SLA Credit |
| 4 Hours or Less |
Upgrade Guaranteed |
| 4.1 to 8 Hours |
20% |
| 8.1 to 12 Hours |
40% |
| 12.1 to 16 Hours |
60% |
| 16.1 to 20 Hours |
80% |
| 20.1 Hours + |
100% |
|
24/7/365 Phone/Email/Ticket Support
We strive to bring you the very best in support and service and we expand on that with 24/7/365 toll free phone support, email support, and ticket based support options. No matter what method fits you best, we are ready to respond to your questions and concerns all day, every day.
RISK FREE 30-day Money Back Guarantee
If for whatever reason you are unhappy with your service or support, within the first 30 days we will refund your money back in full, less only charges for domains and other one-time fee items. Our policy is a no-questions asked money back guarantee.
|
|
|
Contact a Sales Assistant through our quick and easy form.
|
|
|
 |
Intel Core 2 Quad Q9550
160GB HD | 2GB ECC Ram
10Mbps Unmetered
|
|
|
 |
OpenReaction assigns you with an on call account manager that will take care of your every need. Our account managers are on call 24/7/365 to ensure that you never have to go without getting your problem solved.
|
|
|
|
1-866-256-1096