Network

Netivo™ guarantees that the Datacenter network and Internet connectivity will be available 99.99% of the time. In any given month if an unplanned network outage occurs for more than 4 minutes Netivo™ will refund 5% of your basic server hosting fees. If the network continues to be unavailable past 30 minutes, we will refund 5% of the monthly fee for every hour our network outage to a maximum of 50% of the basic monthly server hosting fees. This guarantee excludes planned network outages, scheduled maintenance outages and outages caused by the preventive network shutdown initiated by network engineers to protect network from malicious network attacks. This guarantee also excludes outages caused by Act of God or Act of War. The guarantee covers Internet Connectivity, the Data Center backbone network including routers, switches and cabling system, it does not cover outages caused by software, operating system or IP address configuration issues on the server. The downtime is calculated from the time customer reports the outage and Netivo™ Engineer acknowledges the outage -to- the time when the server side port on the network switch can receive and transmit data again.

Server Hardware

Netivo™ will maintain the Server Hardware supplied by us as a part of your hosting service, and will make any repairs or replacement as necessary free of charge to the customer. In most cases we can repair or replace the hardware within 2 hours of identifying the hardware problem. In the unlikely event the hardware is not repaired or replaced within 2 hours, we will refund you 5% of the monthly server hosting fees, and 5% for 2 hours of hardware downtime thereafter up to a maximum of 50% one month's basic server hosting fees. This guarantee covers the server hardware supplied by us and does not cover time required to rebuild RAID system, restoring the data from backup or reinstalling the operating system. Recovery from a hardware failure, especially a hard drive failure can be lengthy, unless you place a quick recovery backup process in place. For this reason we highly recommend that all customers have a hard drive to hard drive mirror backup system in place. In case of a hard drive failure we can quickly change the drive configuration on the server and the server can come back online within minutes, instead of several hours to reinstall the o/s and restore data from tape backups.