Our service level agreement (SLA) defines our responsibility as your provider and how compensation is provided should those responsibilities ever fail to be met. We take uptime extremely seriously and in trusting Juno Media with your web requirements we always strive to ensure you will never need to worry about your server. This SLA covers 3 key areas and defines compensation in the event of service downtime.

Network

Our network has been carefully engineered from the ground up to provide diverse redundancy at every point. Only premium bandwidth providers are used, as well as top of the range Juniper and HP hardware. We guarantee 100% uptime on our network, which is defined as the connection from the network card on your server to the outbound port of the datacentre.

Guarantee: In the event of a network outage* we will credit a 5% refund of monthly server fee for every 30 minutes of downtime, with the maximum credit not to exceed 100% of the monthly service charge for the affected server and month.

*Juno Media will ONLY be held responsible for its network and not for general conditions on the Internet. Delays that occur outside Juno Media’s routers caused by ISP failures, congestion, interruption of or delay in transportation, unavailability of, interruption or delay in telecommunications, or third party services (including DNS propagation) resulting in degradation of service cannot be guaranteed by Juno Media.

Infrastructure

Juno Media has fully redundant Uninterruptible Power Supply (UPS) systems as well as backup generators during utility power outtages. Environment temperature is monitored and maintained by multiple air conditioning systems (full N+1 redundancy).

Guarantee: In the event of an infrastructure outage* we will credit a 5% refund of monthly server fee for every 30 minutes of downtime, with the maximum credit not to exceed 100% of the monthly service charge for the affected server and month.

*This does not include the power supply inside your server, which is covered under the hardware guarantee below.

Hardware

Juno Media guarantees the functionality of all dedicated server hardware components and will replace any failed component at no cost to the client. Hardware is defined as the Processor(s), RAM, Hard Disk(s), Motherboard, NIC Card, and other hardware included with the server.

Guarantee: Hardware replacement will begin immediately upon identification of the hardware failure and is guaranteed to be complete* within 1 hour of problem identification. We will credit a 5% refund of monthly server fee for every 1 hour of additional downtime, with the maximum credit not to exceed 100% of the monthly service charge for the affected server and month.

The time required to repair/replace hardware does not include software reinstallation and/or data recovery from backup disks (time frame depends on size of disk and amount of data).

Credit Requests

To receive an SLA credit please email us within 10 days of the outtage. Please include all numbers, dates and times of unavailability, and any other information. Once a request has been verified we will credit your account within 10 days.

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