Updated: 12/4/2005
TechGether.net will make every effort to ensure that
your site(s) and server(s) are accessible to you and to
third parties via http.
I. Uptime Guarantee
For those purchasing the TechGether.net dedicated
configuration, we offer an uptime guarantee of 99.9% on
all network equipment and servers. Server uptime is
calculated and logged as described Section II. Uptime is
defined as having the ability to retrieve the HTTP
header files from your site. This indicates that the
server, the operating system and our connectivity are
all functioning.
TechGether.net backs this guarantee by offering credits
to those who experience uptime of less than 99.9%:
Server availability: 99% - 99.9% 10% credit
Server availability: 95% - 98.9% 25% credit
Server availability: 90% - 94.9% 50% credit
60 Minutes of continuous downtime: 25% credit
Three 60-minute intervals or more: 50% credit
Under no condition will the maximum credit exceed fifty
percent (50%) of the monthly service charge for the
affected month. To receive the credit you must be in
good financial standing with TechGether.net .
Exclusions:
Server downtime is not recorded and no credit will be
issued if the server is rebooted per your request,
during scheduled or emergency system maintenance or per
your instruction via e-mail. Outages due to memory leaks
or excessive CPU consumption in customer
scripts/applications, DoS attacks on the customer web
server or other forms of intrusion or server hardware
failures are excluded from the uptime guarantee.
II. Server Monitoring, Problem Notification and
Resolution
Basic server monitoring and downtime logging
To verify that the server is up we will ping HTTP
service on it (retrieve HTTP headers) every 5 minutes
with a 30-second threshold. If HTTP service does not
respond the server is considered non-operational and may
be manually rebooted if required.
In cases where two or more consecutive HTTP tests fail,
server downtime will be registered as the number of
minutes between the first and the last failed tests.
Downtime of less than 5 minutes in duration is not
recorded. TechGether.net calculates server uptime based
on this type of server monitoring.
III. Server
Maintenance and Administration
Routine Maintenance Operations
In order to ensure that your server is operational,
TechGether.net will perform routine maintenance on your
server. This will include installation of security
patches, system updates, disk de-fragmentation, etc.
This maintenance will be performed outside normal
business hours and you will be notified at least 24
hours in advance of any maintenance that will be
performed on your server(s).
If you will require a site visit to reboot your server
at your request, we charge $40/incident.
Server Hardware Guarantee
Clients with dedicated servers hosted by TechGether.net
are eligible for our Hardware Guarantee. If a hardware
component included as part of the Client’s dedicated
server hardware configuration fails during the term of
our contract, we will replace it at no charge to the
client. We guarantee we will have a representative on
site within 4 hours to replace the defective hardware.
For every hour after 4 hours, we will credit the
customer 5% (five percent) of the Client’s base monthly
recurring fee per hour of downtime up to 50% of the base
monthly recurring fee. This guarantee covers the power
supply(s), cabling, CPU(s), motherboard, network card(s),
hard disk(s), modem(s), and RAID or disk controller(s).
This guarantee does not cover data recovery or
restoration. The guaranteed replacement time window does
not include time to rebuild a RAID array, although that
service is included at no charge.
All problems resulting from mistakes in server
configuration will be fixed free of charge.
TechGether.net cannot, and does not, guarantee that it
will be able to resolve all operating system related
problems that can result from multiple issues, including
unique Client software. However, TechGether.net will
use industry standard efforts and practices to resolve
the problems as quickly as possible.
Installation of Security Patches, System Updates and
Service Packs
TechGether.net will install minor system patches within
two weeks of the release date during the next scheduled
maintenance period to minimize service disruption.
Critical security updates will be installed as they are
released. Major service packs will be installed within
two months of the release date to allow for proper
testing in a pre-production environment. TechGether.net
is not responsible for any downtime resulting from
incompatibilities between your scripts and software
updates and patches.
IV. Backup and
Data Recovery
Backup Services are included in the Dedicated Server
packages. However, Backup Service covers only routine
and scheduled backup operations, or in the case of a
hardware failure that warrants a restoration of data. It
does not, however, cover the process of restoring files
at the customer’s request. File restoration at the
customer’s request will be billed at a cost of $40/hour.
TechGether.net is not responsible for data loss
resulting from the failure or loss of backup media.
