SaaS

Service Level Agreement

At Technomx we are committed to keeping your Website online and available at all times. We have made every effort to provide the best equipment and service to meet that goal. This SLA covers our Cloud Multi-Platform (High Availability and Failover), our CPanel Failover, MS-Exchange High Availability and our HSphere Clustered High Availability Hosting Plans.

Network Guarantee

  • Technomax guarantees that the networks will be available 100% of the time in any given month. This is based on historical data since 1997 and the state-of-the-art facilities of our providers and partners. From 1997 through November of 2009 we have maintained an average network uptime of 99.89%. This includes scheduled maintenance which on some networks may result in limited downtime.
  • Technomax will provide you with a 5% rebate of your total service fee for each hour of unscheduled downtime. You will receive up to 30% refund and should the downtime exceed 6 hours, you will receive a 100% refund of your monthly services fee.
  • Network uptime includes functioning of all network infrastructure including routers, switches and cabling, and operating software installed by us that were part of any server prior to your site's existence on the server or system. It does no include any third party software as installed by Fantastico, Script Installer or any applications/software installed by you.
  • Network downtime exists when a particular customer is unable to transmit and receive data and Technomax records such failure on its site. Network downtime is measured from the time a Technomax customer opens a support ticket or otherwise notifies us that they are unable to transmit and receive data to the time the problem is resolved and the server, cloud or grid is powered back on.

Infrastructure

  • Technomax guarantees that the critical infrastructure systems, including power and HVAC, will be available 100% of the time in a given month, excluding scheduled maintenance.
  • Technomax will provide you with a 5% rebate of your total service fee for each hour of unscheduled downtime. You will receive up to 30% refund and should the downtime exceed 6 hours, you will receive a 100% refund of your monthly services fee.
  • Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling.
  • Infrastructure downtime exists when a particular server, cloud or grid is shut down due to power or heat problems and Technomax records such failure on its site. Infrastructure downtime is measured from the a Technomax customer opens support ticket or otherwise notifies us that they are unable to transmit and receive data to the time the problem is resolved and the server, cloud or grid is powered back on.

Hardware

  • Technomax guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once Technomax identifies the cause of the problem. Hardware replacement is guaranteed to be complete within one-four hours of problem identification depending on the data center.
  • In the event that it takes us more than one-four hour to replace faulty hardware, Technomax will refund up to 5% of your total service fee for every hour of downtime beyond 4 hours to a maximum of 100%.
  • Hardware replacement will begin once Technomax identifies the cause of the problem.
  • Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications.

Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency caused by or associated with:

  • Circumstances beyond Technomax' reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts).
  • In the event that it takes us more than one to four hours to replace faulty hardware, Technomax will refund up to 5% of your total service fee for every hour of downtime beyond 4 hours to a maximum of 100%.
  • Attacks by viruses or hackers, including Distributed Denial of Service (DDoS) attacks against Technomax network or those of our partners.
  • Scheduled maintenance and system upgrades.
  • Any DNS or Domain Registry issues outside the direct control of Technomax including DNS and Registry propagation issues and expiration.
  • Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, .NET etc), software administration by the customer, any negligence, willful misconduct, or use of the customer's account in breach of Technomax' Acceptable Use Policy and Terms of Service.
  • Issues with 3rd party email systems, including refusal or rejection of email by 3rd party mail systems.
  • False SLA breaches reported as a result of outages or errors of any Technomax measurement system.
  • Outages elsewhere on the Internet that hinder access to your account. Technomax is not responsible for browser, DNS, or other caching that may make your web site or email appear inaccessible when others can still access it. Technomax will guarantee only those areas of the Internet considered under the control of Technomax.

Requesting a Credit

In order to receive a credit, you must make a request for credit by filing a request for credit using our contact form. Each request in connection with this SLA must include the dates and times of the unavailability of your Services, a description of the perceived problem, and must be received by Technomax within five (5) business days after customer's Services were not available. If the unavailability is confirmed by Technomax, credits will be applied within 30 days of receipt of your credit request.

Notwithstanding anything to the contrary herein, the total amount credited to you in a particular month under this SLA shall not exceed the total hosting fees paid by you for said month for the affected services.

That's it! Simple and to the point with out loopholes and pages of legalese; and we mean it. Our commitment is to your total satisfaction.