Service Level Agreement (SLA)

Hardware

All hardware components leased to the client, as described in the Server Lease Agreement, are guaranteed against failure. In the event any component fails, KeyDev guarantees to replace or repair the faulty component and bring the server back online within two (2) hours from the time the faulty component is identified. If KeyDev fails to bring the server back online within two (2) hours of identification of the failure, credit towards future services will be issued to the customer for twenty five (25) times the actual downtime. Credit will be calculated based on the customer's current monthly lease rate and will not exceed one (1) full month of credit using the formula: total minutes outage, divided by the total monthly lease rate (in cost per minute), times twenty five (25). Co-location customers are ineligible for the hardware clause of this SLA.

Software

Please be advised that any 3rd party applications installed on Managed Servers, may require 3rd party support. This may be in the form of "per incident support" or a "support contract". Any additional cost to support 3rd party applications will be the responsibility of you, the client.

Network

The KeyDev network is engineered to deliver the highest level of network uptime and availability. KeyDev guarantees a network uptime of 100%. Network downtime is defined as 100% packet loss occurring in the transmission of data (packets) from the customers leased server(s), hosted on-site in the KeyDev Data Center, to the Internet backbone. In the event network uptime is not 100%, credit towards future services will be issued to the customer for twenty five (25) times the actual downtime exceeding the allowance. Credit will be calculated based on the customer's current monthly lease rate, and will not exceed one (1) full month of credit, using the formula: total minutes outage, divided by the total monthly lease rate (in cost per minute), times twenty five (25). Any suspected downtime must be reported to a KeyDev via email and must be verified by at least two (2) trace routes from independent locations. Downtime will be measured from the time the outage is reported to a KeyDev technician, to the time the server is able to transmit and receive data again.