Service Level Agreement

Last updated March 9, 2021

Service Level Agreement

The Ready2Frag Service Level Agreement applies to any client located in our West Chicago, IL 603 Discovery Drive facility. As of March 9, 2021, this includes all current customers utilizing our bare metal (dedicated server), colocation, and experimental cloud/VPS services.

Hardware Replacement

Ready2Frag will replace faulty hardware within 4 hours of confirming that the issue is caused by the Hardware. The time taken to troubleshoot the issue is outside of the SLA.

In the event we are unable to replace the faulty hardware within 4 hours you will receive 5% of your monthly cost per additional hour up to, but not exceeding, one (1) month worth of service.

Network

Ready2Frag guarantees network uptime of 99.99% per month. Our network is powered by the latest technology and the best brands consisting of Juniper gear. We also deploy Fiber to the top of every rack to ensure your experience with our network is the best possible. Note this SLA excludes scheduled and announced maintenance.

In the event you experience less than 99.99% uptime of the Ready2Frag network, a credit can be requested. Network downtime is defined as the inability to transit/receive data due to the failure of our (Ready2Frag’s) owned networking equipment.

We will provide a 5% credit to the affected account for every 15 minutes of downtime. The maximum credit issued will not be greater than 1 month worth of service. Downtime is measured from the time a relevant ticket is opened, and any SLA credit request must be requested within 48 hours of the issue being resolved.

Power

Ready2Frag will offer 100% power uptime to all redundant power customers, and a reasonable guarantee of uptimes to non-redundant customers.

In the event of a power outage, redundant power customers are entitled to receive a 5% credit for every 20 minutes of downtime, but not exceeding one (1) month worth of service.

Terms and Conditions