Service Level Agreement

Rackmax understands the importance of network availability to our customers. We are committed to our customers through a Service Level Agreement (SLA). We have developed the following SLA to insure maximum performance and uptime for our valued clients around the world.

Network Uptime Guarantee

Rackmax guarantees network uptime of 99.9%. This includes our internal network and connectivity at the border routers to the exterior. Outages outside of our network cannot be covered by our SLA although we will pro-actively contact our providers to follow up with issues affecting our customers if the issues happen within our providers’ peering points. If total outages exceeds .1% of uptime for a month, customer will be credited for one full day of service. Outages exceeding one-day of service (has never happened) will be credited on a case by case basis.

Hardware Replacement Guarantee

At Rackmax, we use high-quality hardware to limit the possibility of failure. However, if there is any hardware failure, we will replace such part within 4 hours of the failure determination by one of our technicians. Note that the hardware replacement SLA can be affected and/or canceled by misuse of the remote reboot ports.

How To Claim SLA Credits

In order to receive any SLA credit you must submit a trouble ticket within seven (7) days of the outage. The date and approximate time must be included in the trouble ticket. If Rackmax confirms the outage a credit will be applied within seven (7) business days.