HPC Host guarantees that our data center network will be available 100% of the time and there will not be 100% packet loss from our network backbone to our upstream providers at any time in a given month.
Our upstream providers are defined as the connection from our Internet providers to our Core Routers.
Network Outages or Unscheduled Downtime
HPC Host's Network guarantee excludes the following: scheduled maintenance or downtime, problems outside of our network, interruptions or failure of individual service caused by client, their employees, client's customers, etc. to their service ,inaccurate configuration, 3rd party software, client abuse or over utilization of resources, hacked servers, attacks, exploits, DDOS attacks, server power failures or server hardware failures. Downtime or outages are measured as the total length of time of the unplanned interruption in service availability in a calendar month.
Downtime or outages are measured as the total length of time of the unplanned interruption in service availability in a calendar month.
Scheduled Downtime
Scheduled maintenance or downtime is any scheduled interruption of Services, for the purpose of network upgrades, or replacement of any equipment in order to provide for you better service.
Scheduled downtime occurs during notified downtime periods, with as much advance warning as possible via e-mail.
SLA Network Violation Credit
HPC Host will credit the customer 5% of the bandwidth fee for each hour of downtime (up to 100% of your bandwidth fee) for network downtime.
Network downtime is measured from the time the network is 100% unreachable, until service is once again restored.
Power Guarantee
Power Uptime
HPC Host guarantees that power will be available 100% of the time to all Dedicated Servers or colocation customers with redundant power included or ordered seperately.
Power Outages or Unscheduled Downtime
Power outage is defined as power not available to at least one of the redundant circuits in a dedicated server or one of the redundant outlets in colocation.
HPC Host's Power guarantee excludes the following: scheduled maintenance or downtime, interruptions or failure of individual service caused by client, their employees, client's customers, etc. to their service ,inaccurate configuration, client abuse, over utilization of resources, or server hardware failures.
Downtime or outages are measured as the total length of time of the unplanned interruption in service availability in a calendar month.
Power guarantee is not applicable to VPS products.
SLA Power Violation Credit
HPC Host will credit the customer 5% of the monthly fee for each hour that power is unavailable (up to 100% of your monthly fee).
Server Hardware Guarantee
Clients with dedicated servers or Virtual Private Server hosted by HPC Host are eligible for our Hardware Guarantee.
Dedicated Server:
Hardware Guarantee
If a hardware component included as part of the Client's dedicated server hardware configuration fails during the term of our contract, we will replace it at no charge to the client.
We guarantee the replacement of defective hardware within 4 hours of identifying the source of the problem.
Hardware Outages or Unscheduled Downtime
HPC Host will credit the customer 5% of the monthly fee minus network/bandwidth costs for each 4 hours that hardware is unavailable (up to 100% of your monthly fee minus network/bandwidth costs).
This guarantee covers the power supply(s), cabling, CPU(s), motherboard, network card(s), hard disk(s), modem(s), and RAID or disk controller(s).
This guarantee does not cover data recovery or restoration.
The guaranteed replacement time window does not include time to rebuild a RAID array, although that service is included at no charge, with the exception of time to recover or restore data.
This guarantee excludes hard drive failure where a RAID configuration of 1,5, or 6 has not been configured by HPC Host for customer, scheduled maintenance or downtime, interruptions or failure of individual service caused by client, their employees, client's customers, etc. to their service ,inaccurate configuration, client abuse, or over utilization of resources.
Virtual Private Server:
If the underlying hardware of the VMware ESX Server fails at any time and we are unable to have your virtual server booted up and running within 20 minutes we will credit your account 5%.
If the replacement takes longer than 20 minutes, we will credit 5% (five percent) of the Client's base monthly recurring fee per 4 hours of downtime exceeding the initial 20 minutes, up to 100% of your monthly fee minus network/bandwidth costs.
Downtime or outages are measured as the total length of time of the unplanned interruption in service availability in a calendar month.
In the event of a network, power, or hardware outage customer is required to notify HPC Host support within 3 days of the incident and request a credit in accordance to our SLA . Only one guarantee (Network, Power, OR Hardware) may be applied per incident. HPC Host will apply the appropriate guarantee's credit if applicable.
We are not required to provide SLA guaranteed service or refunds to Clients in default of their contractual obligations.
