Service Level Agreement

3essentials Service Level Agreement / SLA is available for select hosting services. Please contact our sales department to verify if your hosting plan includes a SLA. Shared hosting is not covered by any SLA. Acceptance and execution of this SLA is bound by the 3essentials Terms Of Service.

100% Server Hardware Uptime

We guarantee the functioning of all server hardware components and will replace any failed component at no cost. "Hardware" means the processor(s), RAM, hard disk(s), motherboard, power supply, network card and other related hardware included with the server. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is guaranteed to be complete within two hours of determining the cause of the outage.

Our Guarantee: We will credit your account 5% of the monthly fee per additional hour of downtime, up to 50% of your monthly fee for the affected server(s).

100% Network Uptime

We guarantee that our datacenter network will be available 100% of the time in a given month, not including scheduled maintenance. The datacenter network means the portion of the 3Essentials network connecting from your edge device to the datacenter border router and includes managed switches, routers, and network cabling. Network services beyond our direct control, such as internet connections from our providers is not covered in this SLA. Network issues on the public internet are not covered in this SLA

 

Our Guarantee: We will credit your account 5% of the monthly fee for each 30 minutes of network downtime, up to 50% of your monthly fee for the affected server.

100% Datacenter Infrastructure Uptime

We guarantee that our datacenter power will be functioning 100% of the time in a given month, excluding scheduled maintenance. Power includes UPSs, PDUs and generators, but does not include the power supplies on your servers. Infrastructure downtime exists when a particular server is shut down due to power problems.

Our Guarantee: 3essentials will credit your account 5% of the monthly fee for each 30 minutes of infrastructure downtime, up to 50% of your monthly fee for the affected server(s).

Credit Requests
To receive a credit the following conditions must be met:

  • 3essentials customers must contact our billing department via email.
  • The account in question must be in good standing to receive credit.