Service Level Agreement

< Dedicated Servers

New Server Turn-up

5 Servers or Less – 48 hours
More than 5 Servers – 72 hours

After-Hours and Expedited Server Turn-up

12 hours or less – $125.00 charge per server

Server Reloads (same-OS)

• If customer is down – 4 hours
• If customer is not down – 12 hours
• 1 FREE same-OS reload per month
• $35.00 charge per additional reload

Server Reload (different OS)

• $35.00 one-time charge – 48 hours

Hardware Configuration Changes

• Any Hardware Configuration Change of an Existing Server will Fall Under The Same SLA As a New Server Turn-up.
• SLA timeframes do to start until management approval has been given.
• SLA times are not valid for any non-standard server configurations. Anything configuration that is not listed on our web page will be considered “non-standard” and must be approved by management prior to configuration. All non-standard configuration approvals will be done during normal business hours.

Normal Business Hours

Monday-Friday 8:00am-5:00pm EDT
All other times are considered “after hours”