Network Uptime
iCE9 Networks guarantees that the network will be available 99.9% of the time in a given month (no more than 43.8 minutes downtime per month), excluding scheduled maintenance. iCE9 Networks will refund the customer 3% of the monthly fee if downtime exceeds 10 minutes. iCE9 Networks will refund the customer an additional 5% of the monthly fee for each additional 30 minutes of downtime (up to 100% of customer’s monthly fee). Network uptime includes functioning of all network infrastructure including routers, switches, cabling, and the server software. Network downtime exists when a particular customer is unable to transmit and receive data and iCE9 Networks records such failure in the iCE9 Networks trouble ticket system.
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.
Hardware Guarantee
iCE9 Networks 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 iCE9 Networks identifies the cause of the problem. Hardware replacement is guaranteed to be complete within 24 hours of problem identification. In the event that it takes us more than 24 hours to replace faulty hardware, iCE9 Networks will refund the customer 5% of the monthly fee per additional hour of down time (up to 50% 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 lease. This guarantee excludes the time required to rebuild a RAID array.
General Server Maintenance Notice Policy
iCE9 has a National Maintenance Window for Tuesday and Saturday mornings for the following local time zones. This will provide for a standard window across all regions which is consistent with our competitors and in line with customer preferences. (Please note this window is only used if/when deemed nessecary by iCE9 Networks and does not mean that downtime WILL occur on each specified day).
- Eastern Time: 3:00 A.M. to 6:00 A.M.
- Central Time: 2:00 A.M. to 5:00 A.M.
- Mountain Time: 1:00 A.M. to 4:00 A.M.
- Pacific Time: 12:00 A.M. to 3:00 A.M.
If you have any questions regarding this, please call us at 925-768-2797 or E-Mail us at support@ice9-networks.com
Nightly Server Maintenance Policy
In order to keep our servers running at peak effency, our servers preform nightly automatic maintenance such as disk defragmentation, backup, and service recycling. This can cause the some services to not respond for moments of time. This maintenance can occure at anytime between 11:30pm and 6am (PST). This is not considered downtime and does not constitute an SLA violaiton on the part of iCE9 Networks, LLC.
Unexpected Outages
Unfortunately, there are exceptions where a service outage may occur due to hardware/software failure or even bad weather. In these rare occurrences, iCE9 Networks will send notifications to the affected customers the instant information is available. You will then receive frequent updates until the issue is resolved.
Helpdesk Ticket Response Time
Non-Emergency Tickets, Emails, or Instant Messages will be responded to between 8am and midnight. Emergencies via phone are handled 24×7 by calling 925-768-2797, For Instant Message addreses click here then click the Tutorials link . Emergencies are defined as a loss of connectivity to the server or a service failure of some kind.
This SLA does not apply to delinquent customers.