Our Service
Level Agreement (SLA) provides uptime and hardware guarantees
if you have ordered a direct account or dedicated server packages
and your account is in good financial standing with EZ Publishing.
EZ Publishing's servers connect to the Internet through redundant
high-speed connections on diverse backbones, ensuring data
delivery to you in the fastest, most efficient manner possible.
EZ Publishing guarantees a 99.99% uptime excluding scheduled
maintenance of 30 minutes per-month and prior notified upgrades.
We will normally schedule maintenance during low-usage times
of day.
In the event that there is network outage*, EZ Publishing
will credit the monthly service charge for the following month’s
service as calculated below and as measured 24 server hours
a day in a calendar month.
| Availability |
Credit |
| 98%-99.99% |
10% |
| 96%-97.99% |
20% |
| 90%-95.99% |
40% |
| 89.99% or below |
100% |
*Network outage means any outage in which end customers are
unable to access the customer’s site due to a failure
in EZ Publishing’s network.
EZ Publishing is only responsible for its network and not
for general conditions on the Internet. Delays that occur
outside EZ Publishing’s routers caused by backbone 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 and high packet loss or similar conditions, cannot
be guaranteed by EZ Publishing.
EZ Publishing guarantees the functioning of all dedicated
server type leased hardware components and will replace any
failed component at no cost to the customer. Hardware repair/replacement
will begin immediately upon identification of the hardware
failure and we guarantee it to be complete within 2-hours
of problem identification. We define hardware as the Processor(s),
RAM, hard disk(s), motherboard, NIC card, and other related
hardware included under the server lease. The time required
to repair/replace hardware does not include software reinstallation
and/or data recovery from backup tapes/disks (time frame depends
on size of disk).
99.99% uptime
Excluding scheduled maintenance of 30-minutes per month.
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