VerticalSwitch Service Level Agreement
When selecting a hosting provider, uptime and reliability are of the utmost importance. VerticalSwitch has an industry leading SLA to insure accountability. We work hard for our customers on a daily basis to exceed the highest standards of reliability and customer service. We take uptime and availability seriously and it is reflected in how we serve you as our customer 24x7x365.
100% Network Uptime
We guarantee that our public networks will be available 100% of the time, excluding scheduled maintenance. In the unlikely event of downtime, your credit will vary from 5% to 100% of your invoice.We guarantee that our public networks will be available 100% of the time, excluding scheduled maintenance. In the unlikely event of downtime, your credit will vary from 5% to 100% of your invoice.
| Uptime | Credit |
| <100% | 5% |
| <99% | 10% |
| <98% | 25% |
| <95% | 50% |
| <90% | 100% |
100% Facilities Uptime
Our datacenters will be online 100% of the time, including power systems and cooling. Power systems include UPS, PDUs, and our datacenter electrical systems, but does not include power supplies on servers. In the unlikely event of a failure, downtime begins when a server is shut down due to datacenter power or heat problems. In the unlikely event of downtime, your credit will vary from 5% to 100% of your invoice.
| Uptime | Credit |
| <100% | 5% |
| <99% | 10% |
| <98% | 25% |
| <95% | 50% |
| <90% | 100% |
Hardware Replacement Guarantee
VerticalSwitch provides a full replacement guarantee for all server hardware and will replace any failed components at no charge. Hardware replacement will commence once the problem is identified as component failure. Replacement is guaranteed within 90 minutes. Data restoration from backup, if required, shall be commenced within 90 minutes but total time required is dependent upon the size of the data set being restored. In the event that replacement does not meet our SLA, we will credit your bill 5% for each additional hour of downtime, up to 100% of your bill.
Credit Requests
To receive an SLA credit, simply open a ticket via email, phone, or control panel for the affected incident. As part of our commitment to outstanding service, we make claiming SLA credits simple and uncomplicated.