Service Level Agreement
Managed Way guarantees Network and Power Infrastructure uptime to be 100%. This guarantee assures that all major routing devices within our network are reachable from the global internet 100% of the time.
Network & Power SLA Remedy
In the event that does not meet this SLA, Managed Way clients will become eligible to request compensation for downtime. If Managed Way is or is not directly responsible for causing the downtime, the customer will receive a credit for the actual amount of downtime. This means that if your server is unreachable for 1 hour (beyond the 0.0% allowed), you will receive 1hours of credit at the end of the billing period based on your base Managed Way hourly rate. The hourly rate does not include any other charges, including but not limited to, bandwidth, image storage, backups, IP's or any other additional service. All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of Managed Way Terms of Service or if the account is in default of payment.
How to Report a Problem
Managed Way technicians are available 24 hours a day. There are a number of ways to reach us, including phone support, online help desk, and email.
Network & Power SLA Exclusions
Many possible situations are completely beyond the control of Managed Way, and therefore are not in the scope of this SLA. These situations include:
Scheduled Network or Power System Maintenance
Occasionally network or power system maintenance will be required. Managed Way will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file. Scheduled maintenance periods are not eligible for SLA credits.
On rare occasions, the hardware which hosts your Managed Way Server may need maintenance or replacement. Managed Way will do everything possible to minimize any downtime in these situations per our SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
Software MaintenanceAn important part of managing a server is keeping the software up to date. If you choose to have Managed Way manage your server, occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
If a third party not associated with Managed Way initiates a "Denial of Service" or other form of disabling attack against your server or major portions of our network, Managed Way will do everything in its power to stop the attack, but cannot guarantee a resolution time.