Service Level Agreement (SLA)
Edge Hosting offers the following Service Level Agreement by default unless stated otherwise in your agreement.
Edge Hosting will provide the following service levels:
|Data Centre network infrastructure||
– 100% availability of critical infrastructure including power & cooling
– 100% network up-time
Edge Hosting will replace any failed component at no cost to your satisfaction within four hours following our first receipt of your trouble communication as outline in the agreement concerning the hardware issue and our identification of the failed hardware. “Hardware” means the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware offered to you or listed in the agreement. The Replacement Guarantee does not include the time required to rebuild a RAID array or the reload of the operating systems and applications or changes to hardware during Maintenance
Edge Hosting will fully manage and support the firewall for you.
Firewall change request will be carried on on 8×5 bases from 9:00AM to 5:00PM EST (Monday to Friday)
Where offered and applicable, we will fully manage and support the antivirus for you.
All the aforementioned availability figures do not include scheduled maintenance windows. Edge Hosting shall inform you about scheduled interruptions and maintenance windows ahead of time.