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Hosting Service Level Agreement




Hardware Replacement Service Level Agreement


Integra-Net's data center guarantees that in the event of a server hardware failure, the faulty hardware will be replaced within 2 hours of identifying the problem. In the event that this guarantee is not met, Integra-Net will issue a credit not exceeding the customer's monthly recurring charge. This guarantee does not include the time it takes to perform additional software related maintenance, including rebuilding web accounts from backups or rebuilding raid arrays.

Integra-Net's data center's cumulative average time to replace failed hardware is under 30 minutes.

Network Uptime Service Level Agreement


Integra-Net guarantees network uptime to be 99.9%. This guarantee assures that all major routing devices within the data center's network are reachable from the global Internet 99.9% of the time.

Network SLA Exclusions


Many possible situations are completely beyond the control of the DC, and therefore are not in the scope of this SLA. These situations include:

Scheduled Network Maintenance


Occasionally network maintenance will be required. Integra-Net's data center will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file. Scheduled maintenance periods are not eligible for SLA credits.

Hardware Maintenance


On rare occasions, the hardware in your Shared Hosting Server may need maintenance or replacement. Integra-Net's data center will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.

Software Maintenance


An important part of managing a server is keeping the software up to date. Integra-Net has chosen to have its data center manage our servers. Occasionally, software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.

Malicious Attacks


If a third party not associated with Integra-Net or its data center initiates a "Denial of Service" or other form of disabling attack against our servers or any major portions of our data center's network, Integra-Net's data center will do everything in it's power to stop the attack, but cannot guarantee a resolution time.

CPanel Issues


Integra-Net's servers are configured for automatic updates of CPanel related software. On occasion, one of these automatic updates could adversely effect all or part of the CPanel related software on you server. Integra-Net's data center will do whatever is necessary to fix any Cpanel related problems, but cannot guarantee a resolution time.

Network SLA Remedy


In the event that Integra-Net does not meet this SLA, Shared Hosting clients will become eligible to request compensation for downtime not exceeding an amount equal to one months hosting fee.

You must submit full documentation by email to Integra-Net with your credit request. Documentation must show details of proof of downtime. These can be in any manner including Pings, trace routes, or 3rd party outage notifications. Emails without full details are not liable for a credit. The credit must be requested within the first 5 days of the outage that has occurred.

The amount of compensation may not exceed the customer's monthly recurring charge.

Integra-Net will not be liable for any lost revenues during your down time. Under no circumstances can Intera-Net be held liable for more money than was paid within the current active payment term.


Support is available 24 hours a day. There are a number of ways to reach us, including phone support, online help desk, and email.

Phone - 1800-799-8924

Help Desk - http://www.integra-net.com/mbill/
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