Service Level Agreement
Hardware SLA
Hardware replacement for dedicated servers ordered at list price (without coupons) via our order forms on our website is guaranteed to be completed within 2 hours of identifying the issue. The timer begins once the customer opens a ticket for the issue and Jola Interactive has determined the cause of the problem to be faulty hardware. The period of time it takes to troubleshoot the server and identify the problem is outside the 2 hour SLA. Servers ordered on our order forms with a coupon applied discounting the server cost to below $199/month will receive a next business day SLA. Custom configurations, e.g. servers ordered via a sales quote or with specially requested parts not ordered at order.Jola Interactive are not covered by our hardware SLA.
In the event we are unable to replace the faulty hardware within 4 hours, Jola Interactive will credit the customer 5% of the monthly fee per additional hour of downtime incurred (up to 100% of customer’s monthly server fee).
All services below are free of charge for any dedicated server:
- Hardware Replacement
- Unlimited Reboots via ticket system request
- MRTG bandwidth graphs
- Unlimited dedicated KVM usage
Managed SLA
Jola Interactive managed servers get special priority on all issues relative to the customer’s server. We offer a wide range of managed services which vary in cost depending on the level of management you require. Please refer to our Managed Server options for more information on services offered and guaranteed.
Network SLA
Jola Interactive promises a standard of service and reliability unparalleled in the hosting industry. Jola Interactive guarantees network uptime of 99.9%. The Jola Interactive data center is powered by redundant Juniper routers to eliminate any single point of failure. Our network is multi-homed through redundant high-speed carriers which results in the customer always being able to count on fast and reliable connectivity to our network. Our data center is set up with redundant CRAC, Battery Power and Diesel Generator Power to ensure uptime in any situation. Jola Interactive maintains low overall network utilization at all times providing durability during any large internet routing issues such as a DDOS or DOS attack.
Jola Interactive data center is ultra-secure with with man-trap door systems and only authorized personnel have entry. In the event a customer needs personal access to their server they will be escorted to their server by an Jola Interactive employee and/or data center technician who will assist and monitor activity. Access to our facility is only granted via employee key cards.
Jola Interactive guarantees the uptime of its network 99.9% of the time excluding scheduled maintenance.
In the event any customer experiences anything less than 99.9% uptime of the Jola Interactive Network a credit will be added to the account upon request. Network downtime is defined as the inability to transmit or receive data due to the failure of Jola Interactive owned network equipment. Jola Interactive will provide a 5% credit to the affected server or shared account for each hour of downtime beyond 0.1% per month. No customer may receive credits totaling more than one month of service per affected server or shared account. Downtime is measured from the time a trouble ticket is opened by the affected customer to the time Jola Interactive determines the issue to be resolved, excluding scheduled maintenance. SLA credit requests must be submitted to the support portal in a support ticket within 72 hours of the outage to be deemed valid.
Power SLA
Jola Interactive offers 100% power uptime with redundant power feeds. Jola Interactive will provide a 5% credit to the affected server or shared account for each hour of downtime beyond 0.1% per month. No customer may receive credits totaling more than one month of service per affected server or shared account. Downtime is measured from the time a trouble ticket is opened by the affected customer to the time Jola Interactive determines the issue to be resolved, excluding scheduled maintenance. SLA credit requests must be submitted to the support portal in a support ticket within 72 hours of the outage to be deemed valid.
