Clarity Web Hosting

IT Services & Computer Repair

Clarity Web Hosting

Full Description


Dedicated Hosting Server Hardware Replacement

We stand behind our one hour hardware replacement guarantees for all of our dedicated hardware and will replace any failed component at no cost to the customer.

The one hour time frame is based on receipt of customer’s support ticket concerning the hardware issue, Clarity Web Hosting’s identification of failed hardware components and the scheduled maintenance window negotiated with the customer. “Dedicated Hardware” means the Processor(s), RAM, hard disks, motherboard, NIC card and other related hardware detailed in the customer’s agreement or contract. The hardware replacement guarantee does not include the time required to rebuild a RAID array or the reload of the operating systems and applications or changes to dedicated hardware during maintenance.

Power and HVAC Availability

Clarity Web Hosting SLA guarantees that its power and HVAC systems will be available 100% of the time in a given month, excluding Maintenance, as defined below. “Data Center Infrastructure Downtime” means: (a) the Clarity Web Hosting power or HVAC systems are not available and (b) Customer submits a support ticket detailing the unavailability of the Clarity Web Hostng power or HVAC systems resulting in customer downtime. Infrastructure Downtime does not include downtime issues related to power supplies on Customer’s server.

99.9% Network Uptime

Clarity Web Hosting guarantees that the core network will be available 99.9% of the time, excluding Maintenance, as defined below. Customers are eligible for a credit for Network Downtime for any breach of this guarantee, which can be verified by Clarity Web Hosting technical support team. “Network Downtime” is defined as an inability to transmit and receive data caused by failure of core network equipment managed and owned by Clarity Web Hosting, excluding Maintenance.

Remedies

Clarity Web Hosting will use its best efforts to ensure that our carries networks will be available 100% of the time in a given month. If it becomes unavailable and the Customer experiences downtime, Clarity Web Hosting will refund 5% of the Customer’s monthly fee for each 60 minutes of downtime (up to a maximum of 50% of Customer’s monthly fee for the affected server). Network availability includes functioning of all network infrastructure including routers, switches and cabling. It does not include services or software running on the Customer’s server. Network downtime exists when the Customer is unable to transmit and receive data and is measured from the time the trouble ticket is opened.

Credits shall not be provided to the Customer if network downtime is the result of: a) scheduled maintenance as described in the Maintenance section below; b) Emergency Suspension of Services as detailed in the Master Service Agreement received by the customer when contracting for our services c) circumstances beyond Clarity Web Hosting’s control, including but not limited to third party network outages, war, fire, flood, other acts of God, sabotage, labor disturbance, government regulations or other government intervention; or d) a breach by the Customer of the Master Service Agreement or Clarity Web Hosting’s Acceptable Use Policy.

In the event that it takes Clarity Web Hosting more than one hour to replace faulty hardware, Clarity Web Hosting will refund the Customer 5% of the monthly fee for each 60 minutes of downtime (up to a maximum of 50% of Customer’s monthly fee for the affected server). Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Downtime will not include the time required to rebuild a RAID array, or to reload operating systems, applications and data restores.



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