Consistently exceeding expectations
Ntirety Service Level Agreements
We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations. The following is a summary of the kinds of levels of service that Ntirety offers its customers to ensure maximum availability and performance. Please contact customer support for additional information and terms regarding the Ntirety SLAs.
Levels of Service
Network uptime comprises the functioning of all network infrastructure including cabling, switches and routers. Services or software running on a customer’s server are not included in the definition of the Ntirety network.
Network downtime exists if a customer’s server is unable to transmit and receive data and a ticket is opened for the incident in the Ntirety ticket tracking system. Network downtime is measured from the time the ticket is opened regarding downtime to the time the problem is resolved.
We guarantee that the Ntirety critical environmental systems, including power and HVAC, will be available 100% of the time (excluding scheduled maintenance and emergency maintenance). If an outage occurs due to critical system failure, Ntirety will credit the affected customer 1/30th of the recurring base monthly fee paid by the customer for the affected critical systems for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments).
Critical systems include functioning of all power and HVAC infrastructure including UPS equipment and cabling. Power supplies of individual servers are not included. Critical systems downtime exists when a customer’s server is shut down due to power or heat problems and a ticket has been opened for the incident in the Ntirety ticket tracking system. Critical system downtime is measured from the time the ticket is opened regarding server downtime to the time the problem is resolved and the server comes back on line.
We guarantee the proper function of a customer’s leased hardware components provided by Ntirety and will replace any failed component at no cost to the customer. The replacement process will begin when the cause of the problem has been determined. Hardware replacement is guaranteed to take no more than 1 hour. In the event that it does take Ntirety more than 1 hour to replace faulty hardware, Ntirety will credit the affected customer 1/30 of the recurring base monthly fee paid by the customer for the faulty hardware per additional 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments). Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related components included under the server lease.
|Importance||Situation Definition||Initial Response||Update Frequency|
|EMERGENCY||Customer unable to function||15 minutes||60 minutes|
|URGENT||Customer experiencing reduced functionality||60 minutes||60 minutes|
|MINOR||Not performance impacting||24 hours||24 hours|