Adaptive Data Networks Hosting, INC., its leadership team, and team members, understand that the primary reason
you've chosen us as your hosting provider is the continued availability of service provisioned through the
Adaptive Data Networks Hosting, INC. network.
Adaptive Data Networks Hosting, INC. strives to maintain one of the most inclusive and aggressive SLAs in the
industry by ensuring that your downtime means more to us than just a lost opportunity to satisfy you, our
customer. Just as when you are offline losing money, we believe we should be in that position as well.
This internally held belief that maximizing the stability of our environment and investing in only the best
hardware, software, and network components available makes Adaptive Data Networks Hosting, INC. network of
hypervisors and storage clusters some of the most stable in the industry.
Standard Service Level Agreement (SLA)
The Adaptive Data Networks Hosting, INC., LLC Standard Support Service Level Agreement covers all areas of our
operations that might affect your business.
Network Availability
Adaptive Data Networks Hosting, INC. guarantees 100% network availability throughout our global network of data
centers in any given month, measured from the Outbound network port on Adaptive Data Networks Hosting, INC.
hardware nodes, to the border router in Adaptive Data Networks Hosting, INC. data centers. This excludes
scheduled & emergency maintenance. Scheduled Maintenance will be announced via customer communication
channels a minimum of 7 days prior to the date of the maintenance. Emergency maintenance will be
announced via customer communication channels a minimum of 2 hours prior to the start time of the
maintenance.
Adaptive Data Networks Hosting, INC. will credit your account 10% for each 30 minutes of unscheduled network
unavailability, as measured by external monitoring networks provided by Adaptive Data Networks Hosting,
INC..
Hardware/Node Availability
Adaptive Data Networks Hosting, INC. guarantees 99.99% hardware node availability throughout our global network
of data centers in any given month. Hardware/Node availability includes being able to actively access
all VPS servers hosted on the node via standard access methods such as SSH, Remote Desktop, or control
panel. This excludes scheduled & emergency maintenance, and force majure. Scheduled Maintenance will be
announced via customer communication channels a minimum of 7 days prior to the date of the maintenance.
Emergency maintenance will be announced via customer communication channels a minimum of 2 hours prior
to the start time of the maintenance.
Adaptive Data Networks Hosting, INC. will credit your account 10% for each 30 minutes of unscheduled
Hardware/Node unavailability, as measured by external monitoring networks provided by Adaptive Data Networks Hosting, INC..
Adaptive Support Service Level Agreement (SLA)
In addition to the Adaptive Data Networks Hosting, INC. Standard Support SLA, subscribers to the Genesis
Adaptive Hosting, INC. Adaptive Support add-on will be provided an additional SLA covering aspects
specific to the Adaptive Support package.
Customer Support Availability
Adaptive Data Networks Hosting, INC. guarantees that customer support representatives will be available
24x7x365 via the customer support portal ticketing system as well as e-mail to provide for support
responses in under 30 minutes. Please note, chat is NOT covered under this SLA at this time.
Adaptive Data Networks Hosting, INC. will credit your account 10% for each additional 30 minutes the Customer
Support response time SLA is breached, as measured by initial support request and response time by
Adaptive Data Networks Hosting, INC. staff.
SLA Credits
Requesting an SLA Credit
SLA credits are to be requested from within the client portal, under the SLA credit department. The
request for SLA credit should detail the following:
- Type of SLA credit requested
- Date, Time, any other pertinent information related to SLA breach
- How you would like your SLA credit applied. Options include credit to account balance, free month of
service, or free upgrade to service plan.
SLA credit request tickets not containing the above information will be closed.
Conditions and Limitations
No SLA credits or considerations will be given to customers whose accounts are not current. Past due
clients are not eligible to complete SLA requests.
This Service Level Agreement was last updated on December 16th, 2016.