SLA CategorySLADetails
Network100% AvailabilityThe data center network infrastructure will be available 100% of the time. Network infrastructure” means the portion of the network extending from the outbound port on your cabinet switch to the outbound port on the border router and includes switches, routers, and cabling.
Data Center FacilitiesPower- 100% AvailabilityA/C power to the outbound port on your serving power distribution unit (PDU) will be available 100% of the time.
Device Hardware1 Hour Replacement GuaranteeZeroLag will repair or replace failed hardware components provided by ZeroLag at no additional cost within one hour of problem identification.
Geo-redundant Dedicated Server Clusters99.999% AvailabilityServices powered by a geo-redundant cluster of dedicated servers will be available 99.999% of the time excluding scheduled downtime.
rivate Cloud or Public Cloud Virtual Servers including dedicated Exchange and Lync99.99% AvailabilityServices powered by virtual servers on either the shared or private cloud infrastructure will be available 99.99% of the time excluding scheduled downtime.
Incident ResponseBy classFor Class 1 incidents that render a service unreachable or unusable – 15 minutes response time , 1 hour target fix time.
For Class 2 incidents that significantly impair the performance or usability of a service – 30 minutes, 3 hour target fix time.
For Class 3 incidents that do not have material impact on availability or performance of a service, – 1 hour response time, 48 hour target fix time
Administrative Tools99.999% AvailabilityThe ZeroLag ‘Control’ dashboard will be available 99.999% of the time.
PenalitesService availability and percentage of service fee credited to account:

99.99% – 99.9%: 2%
99.90% – 99.85%: 3%
99.85% – 99.80%: 5%
99.80% – 99.70%: 7%
99.70% – 99.75%: 10%

ZeroLag Managed Services SLA

Effective January 1, 2012