Edge Hosting offers the following Service Level Agreement by default unless stated otherwise in your agreement.
Service Level Agreement (SLA)
Edge Hosting will provide the following service levels for its users:
|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.
EdgeHosting offers you state-of-the-art datacentres across North America. Most are full service Colocation facilities. The highly secure and redundant IT infrastructure of the datacentres protects your servers, web presence and business. In other words, the datacentres are designed from bottom-up to keep you online all of the time.
24x7x365 In-House Network Operations Center and Datacenter Support
The datacentres’ Network Operations Centre (NOC) is unlike any other hosting provider’s, in that it is in-house and constantly monitors and controls all traffic. Edge Hosting’s hosting services will provide you with the required underpinning infrastructure which included highly available power source backed up with UPSs and diesel power generators, multi-homed Internet links from multiple carrier and top notch secure physical space. The datacentres have been built with one goal in mind that is creating a state-of-the-art network, power and environmental hosting infrastructure. The datacentre is combined with specially trained; highly experienced system and network engineering staff actively manage and maintain the facility 24x7x365.
SSAE 16, CSAE 3416, and ISAE 3402 Certified
EdgeHosting will host your applications and data in a certified data centres compliant with standards of SSAE 16, CSAE 3416, and/or ISAE 3402. These accreditation reflect controls which are in place over a period of time, commonly referred to within the industry as Type II. What this means is that each datacentre has undergone independent, in-depth audits of its control activities, including how each datacentre manage the hosting and network technologies and services that are provided to the customers. The certifications are renewed annually as to ensures that the internal controls are kept to the highest standards.
Regulated Climate Control
The heating ventilation air conditioning (HVAC) systems have full particle filtering and humidity control. This ensures your mission-critical dedicated server and hardware is functioning at its best.
Redundant Power — Just in Case
Unlike some providers, we don’t rely solely on the local power grid to guarantee around-the-clock power. The onsite diesel-powered generators and uninterrupted power systems (UPS) deliver redundant power if a critical incident occurs, so that all operations are uninterrupted and your dedicated servers remain online. The infrastructure is regularly tested to make sure it performs as designed in the event of an emergency. And we back it all up with our 100% Power and 100% Network Up-time Service Level Agreement (SLA).
The datacentres characteristics can be summarized:
- Dual electrical power source backed by Internally redundant UPS systems N+1
- Dedicated backup generators N+1
- Fault-tolerant air conditioning system with humidity regulation N+1
- Split-second fail-over and high availability network using fully redundant core switches, routers, and load balancers (100%)
- Multiple GigE backbone trunks for fast network performance and traffic spike tolerance
- 100% up-time guaranteed with SLA
- 24×7 environment and network monitoring and response
- Multiple, fault-tolerant upstream fiber connections
- 24×7 on-site building security staff monitoring and engineering response
- 24 x7 CCTV (closed circuit television) surveillance and recording
- Single storey structure building
- Security card and biometric access and DVR camera systems