Omega8.cc
We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations. The following is a summary of the kinds of levels of service that Omega8.cc offers its customers to ensure maximum availability and performance. Please contact customer support for additional information and terms regarding the Omega8.cc SLAs.
We guarantee that our network will be available 100% of the time (excluding scheduled maintenance and emergency maintenance). If we incur an outage to the Omega8.cc network, Omega8.cc will credit the affected customer 1/30th of the recurring base monthly fee paid by the customer for the affected network services for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments).
Network uptime comprises the functioning of all network infrastructure including cabling, switches and routers. Services and software running on a customer’s server are not included in the definition of the Omega8.cc network. Network downtime exists if a customer’s server is unable to transmit and receive data and a ticket is opened for the incident in the Omega8.cc ticket tracking system. Network downtime is measured from the time the ticket is opened regarding downtime to the time the problem is resolved.
We guarantee that the Omega8.cc critical environmental systems, including power and HVAC, will be available 100% of the time (excluding scheduled maintenance and emergency maintenance). If an outage occurs due to critical system failure, Omega8.cc will credit the affected customer 1/30th of the recurring base monthly fee paid by the customer for the affected critical systems for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments).
Critical systems include functioning of all power and HVAC infrastructure including UPS equipment and cabling. Power supplies of individual servers are not included. Critical systems downtime exists when a customer’s server is shut down due to power or heat problems and a ticket has been opened for the incident in the Omega8.cc ticket tracking system. Critical system downtime is measured from the time the ticket is opened regarding server downtime to the time the problem is resolved and the server comes back online.
We guarantee the proper function of a customer’s leased hardware components provided by Omega8.cc and will replace any failed component at no cost to the customer. The replacement process will begin when the cause of the problem has been determined. Hardware replacement is guaranteed to take no more than 1 hour. In the event that it does take Omega8.cc more than 1 hour to replace faulty hardware, Omega8.cc will credit the affected customer 1/30 of the recurring base monthly fee paid by the customer for the faulty hardware per additional 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments). Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related components included under the server lease.
We guarantee that our managed servers system software will be available 99.95% of the time (excluding scheduled maintenance and emergency maintenance). If we incur an outage to the Omega8.cc managed servers caused by system software malfunction, Omega8.cc will credit the affected customer 1/30th of the recurring base monthly fee paid by the customer for the affected network services for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments).
Subject to the terms of this SLA, Omega8.cc guarantees a 99.9% monthly average of Availability of its web servers (the “Service”). “Availability” means a percentage calculated by dividing the total time during which the Service is available for Subscriber to use by the total time in a given period, less the time of the Exceptions listed in Section 7 below. To verify that the Service is available, Omega8.cc will check the HTTP response of the Subscriber control panel every 60 seconds, from multiple locations around the world, to guarantee reliable check results. If the HTTP response is not received or is not error-free from more than one remote location, the Service is considered nonoperational and is immediately escalated to the support center. In cases where two or more consecutive HTTP tests fail, the Service downtime will be registered as the number of minutes between the first and the last failed tests. Downtime of less than 60 seconds in duration is not recorded. Omega8.cc calculates Availability uptime based on this type of Service monitoring.
Credits may not be issued if the Subscriber account is past due, suspended, or pending suspension. Credits are exclusive of any applicable taxes charged to Subscriber. False or repetitive claims requests are a material violation of the Terms of Service and may result in termination of the Service specified in the Subscription Order.
Subscriber shall not receive any credits in connection with any failure or deficiency of Service Availability to the extent caused by: (i) an event outside the reasonable control of Omega8.cc; (ii) maintenance and upgrades; (iii) any causes attributable to Subscriber or its contractors, (iv) software or hardware not provided or controlled by Omega8.cc; (v) outages elsewhere on the internet, including but not limited to interruptions at any Subscriber or third party data center or ISP; or (vi) acts or omissions of other customers (or of those authorized by other customers) sharing the affected Service(s) with Subscribers.
We run system and security upgrades both on the hosted and remotely managed servers every Saturday or Sunday, during night hours local to the server's data center timezone. Critical system security upgrades are always scheduled as soon as possible, also outside of the standard maintenance window on weekends. These weekly upgrades usually result with 5-15 minutes of downtime, but may take ~1 hour on rare occasions, when some upgrades will result with forced extended services restarts, system reboots, database crash recovery or other similar procedures, which are not always possible to avoid. Only EDGE and POWER Engine based instances are affected by this type of downtime during the system upgrades, while CLUSTER based instances are designed to avoid any downtime, by running upgrades on all connected nodes in different maintenance windows.
Please contact your account manager for additional information and terms regarding the Omega8.cc service level agreements applicable to your subscription level, hosting package, and configuration.