GDIS
understands the importance of server availability to our customers
and is committed to providing services at a standard of excellence
commensurate with the best practice in the industry. We have
developed the following levels of service to ensure maximum
performance and uptime.
GDIS provides commitments in three key areas:
Network
Uptime:
GDIS guarantees that the network will be available 100% of
the time in a given month, excluding scheduled maintenance.
Upon experiencing downtime, GDIS will refund the customer
5% of the monthly fee for each 30 minutes of downtime (up
to 100% of customer's monthly fee). Network uptime includes
functioning of all network infrastructure including routers,
switches and cabling, but does not include services, web site
programming, or software running on your server. Network downtime
exists when a particular customer is unable to transmit and
receive data and GDIS records such failure. Network downtime
is measured from the time the trouble ticket is opened by
a customer to the time the server is once again able to transmit
and receive data.
Infrastructure Guarantee:
GDIS guarantees that the critical infrastructure systems,
including power and HVAC, will be available 100% of the time
in a given month, excluding scheduled maintenance. Upon experiencing
downtime, GDIS will refund the customer 5% of the monthly
fee for each 30 minutes of downtime (up to 100% of customer's
monthly fee). Critical infrastructure includes functioning
of all power and HVAC infrastructure including UPSs, PDUs
and cabling, but does not include the power supplies on customers'
servers. Infrastructure downtime exists when a particular
server is shut down due to power or heat problems and GDIS
records such failure. Infrastructure downtime is measured
from the time the customer opens a trouble ticket regarding
server downtime to the time the problem is resolved and the
server is powered back on and is transmit and receive data.
Hardware Guarantee:
GDIS guarantees the functioning of all leased hardware components
and will replace any failed component at no cost to the customer.
Hardware replacement will begin once GDIS identifies the cause
of the problem. Hardware replacement is guaranteed to be complete
within one hour of problem identification. In the event that
it takes us more than one hour to replace faulty hardware,
GDIS will refund the customer 5% of the monthly fee per additional
hour of downtime (up to 100% of customer's monthly fee). Hardware
is defined as the Processor(s), RAM, hard disk(s), motherboard,
NIC card and other related hardware included under the server.
This guarantee excludes the time required to rebuild a RAID
array and the reload of certain operating systems and applications.
Please note:
This does not apply to delinquent customers.
