Under this Service Level Agreement CARI.net will provide:

• 99.999% uptime guarantee on all dedicated servers each calendar year.

Included in this guarantee is our promise of reliable power and facilities, reliable bandwidth and connectivity, reliable hardware and equipment support & replacements when needed, and reliable and responsive customer service.

• Hardware Replacement – CARI.net stocks a large variety of server hardware to ensure that emergency replacements happen in a timely manner. Hardware replacements are guaranteed within 2 hours, but generally happen between 5 and 20 minutes.

Should CARI.net not be able to provide the services guaranteed by this SLA,

the following service credits will be issued:

• 1 or More Hours Downtime = 1 Day Credit
• 4 or More Hours Downtime = 1 Week Credit
  
  

To be eligible for SLA related credits, please open a case through your online account manager and provide details of the situation. A case must be opened within 30 calendar days after the reported problem, otherwise an SLA credit cannot be issued.