The service provides for the provisioning of a secure environment, Internet connection and resilient power for a customer's co-located server or a dedicated server provided by iDAQ.
It includes customer-requested power recycles, monitoring of the Network and diagnostic action to confirm that the server is responding to basic reflect tests.
This Service Level Agreement (SLA) sets out the levels of technical support and service credits available in the event of Network unavailability and the limits of iDAQ's and the customer's own responsibilities as regards the service.
|Monitoring of Network||24 hours a day, 365 days a year|
|Technical support working hours||Monday to Friday||9.30am to 5.00pm|
|Saturday & Sunday||Emergency cover only|
|Public holidays||Emergency cover only|
Customers will receive a human response within four working hours of contacting support.
Access to iDAQ's data centres is restricted to a limited number of authorised staff. Security controls such as photo ID cards, CCTV, UPS back up and environmental control are all used to protect iDAQ's data centres.
iDAQ can offer all co-located and dedicated servers a range of backup options; monthly, weekly or daily backups using Veritas NetBackup to a DLT tape library. Prices for these services are detailed in the Standard Price List.
In the event of a customer requiring recovery from backup, this will be the subject of a technical support call for which the standard charges apply as detailed in the Standard Price List, which is available upon request.
for servers purchased by customers: iDAQ will coordinate arrangements between the manufacturer and the customer. Upon request, iDAQ can provide alternative solutions.
for servers rented by customers: iDAQ will implement the warranty and provide a suitable alternative solution whilst repairs are carried out.
It is the customer's responsibility to operate and manage any dedicated server allocated to them, to ensure the integrity and security of their server and to comply with iDAQ's Acceptable Use Policy. iDAQ is not responsible for ensuring the integrity and security of customers' servers.
These responsibilities include but are not limited to:
iDAQ reserves the right to remove any customer server from the network should iDAQ determine, in its absolute discretion, that a server has been compromised or in any way used inappropriately.
Events, which may trigger such actions, include but are not limited to:
iDAQ's dedicated and co-located server products are designed to be managed remotely and as such we do not expect customers to require physical access to their server. However, for colocated server customers and subject to agreement with the iDAQ technical support team, usually in the case where 72 working hours notice is given and the appointment occurs during technical support working hours, there is no additional charge for this physical access (limited to one occasion per calendar month for one hour). Visits that extend beyond these hours will incur the appropriate access fee as defined in the Standard Pricelist.
In any other circumstance, the customer should expect to pay the appropriate access fee as defined in the Standard Pricelist.
Service Credits are applicable should the Network become unavailable. The Total Outage Period shall be calculated in the following manner:
The Total Monthly Time Period is calculated by taking the 24 hours in each day and multiplying these by the average number of days in each calendar month (365 days per year, divided by twelve months = 30.42 days per month).
If, during any given calendar month the Total Outage Time is greater than 0.1% of the Total Time Period of the calendar month, then the service shall be deemed to have been unavailable for an unacceptable period. The customer shall be provided a credit against future Service Subscription Fees, or equivalent charges on presentation of a written claim within 30 (thirty) days of the first occurrence of the Outage, a sum equal to the amount of Service Subscription Fee pro-rated for the period of the Total Outage Time less the pro-rated sum for the first 0.1% of the given calendar month.
The provision of Service Credits is the sole compensation available to customers in the event the services are unavailable. This SLA is supplemental to iDAQ's standard terms and conditions, which apply to all services supplied
iDAQ reserves the right to close down customer systems with no notice should emergency maintenance become necessary.
For planned downtime, iDAQ will inform the customer by posting the relevant information on the Network status page on our website: http:// www.iDAQ.com
It is not expected that these planned downtimes will exceed more than 8hrs/ month and this planned downtime is excluded from any calculation of availability.
|Installation of server||Within 5 working days of clearance of remittance.|
|Network Availability||The availability (determined by "pinging") of the network infrastructure provided between the customer's server and the internet exchange.|
|Reboot (during technical support working hours)||Within 4 working hours of request (please be aware that this may cause loss of data). This does not include problem diagnosis or troubleshooting.|
|AUP||Acceptable Use Policy|
|Backup||The activity of copying files so that they will be preserved in case of equipment failure or other catastrophes.|
|Crack||To break into a computer system|
|DDoS||A distributed denial-of-service (DDoS) attack is one in which a multitude of compromised systems attack a single target, thereby causing a denial of service for users of the targeted system.|
|DLT||Digital Linear Tape is a form of magnetic tape and drive system used for computer data storage and archiving.|
|DNS||The domain name system (DNS) is the way that Internet domain names are located and translated into Internet Protocol addresses|
To modify a program/ server, often in an unauthorized manner, by changing the code itself
|Initial server build||Server Operating System configured and set up with the latest available patches and/ or service packs from the manufacturer. Additionally, installation and configuration of any specific third-party software requested by the customer and agreed by us upon initial order placement.|
|Internet Protocol (IP)||The method or protocol by which data is sent from one computer to another on the Internet.|
|Network||The network infrastructure provided between the customer's server and the internet exchange.|
|Ping (echo test)||A basic Internet program that lets you verify that a particular IP address exists and can accept requests|
|Pipe||Provision of uncontended network and internet connectivity|
|Power||Provision of uninterruptible power supply|
|Reboot||Power recycling of the server|
|UPS||Uninterruptible power supply|
* Technical support other than described above, may be purchased separately as Consultative Support and is provided in line with the Standard Price List.
In the event that any downtime is caused by customer intervention/error and the customer approves the use of Consultative Support to remedy the error then the customer is liable for the relevant Consultative Support charges incurred in resolving the problem.
**It is not possible for iDAQ to offer DNS management for domains that are not on iDAQ's Name Servers. iDAQ offers a free transfer service for domains transferred to our DNS.
***iDAQ will replace failed hardware but is not liable for downtime or loss of data that results from hardware failure.