CARI.net Service Level Agreement (SLA)

CARI.net’s Service Level Agreement covers server hardware & operating systems, power, bandwidth, support, & networking.

Under this Service Level Agreement CARI.net will provide:

• 99.999% Uptime Guarantee each calendar year.

Included in this guarantee is our promise of reliable power and facilities, reliable bandwidth and connectivity, and reliable and responsive customer service.

• Hardware Replacement – CARI.net stocks a large variety of 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 to 4 Hours Downtime = 1 Day Credit
• 4 or More Hours Downtime = 1 Week Credit
  
  

To receive an SLA related credit, please open a case through your online account manager with all relevant details about the situation (date, time, server, etc.). To be eligible, a case must be opened within 30 calendar days after the reported incident.