Hardware Replacement (SLA)
As part of our Dedicated Support package,* we offer the strongest hardware replacement Service Level Agreement (SLA) in the industry!
| Company | Length of Outage | Compensation |
|---|
| Service Provider 1 | 120 Minutes | 3% Credit |
| Service Provider 2 | 120 Minutes | 5% Credit |
| Service Provider 3 | 120 Minutes | 6% Credit |
| Gate.com | 120 Minutes | 10% Credit |
We will refund 10% of your monthly fee if we cannot replace a hardware failure within 120 continuous minutes. If it takes us longer, we'll refund you an additional 10% of your monthly for each additional 60 continuous minutes.**
To receive your credit for an extend hardware failure you must contact us and report the outage in writing within seven days. The following information must be included in your email: Company Name, Account Number, Daytime Contact information and Date/Time of outage.
*Our Hardware SLA is not included with A La Carte support. To upgrade to Dedicated Support, contact support.
**Refund not to exceed one month credit
