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Service Level Agreement (SLA)

HiFormance leases high-availability Internet Transit network infrastructure, available within secure Co-location facilities. The implementation of this high-availability Internet Transit network infrastructure has been accomplished by the following:

  • All Customer connections make use of Cisco’s HSRP (hot standby router protocol)
  • Multiple upstream providers
  • All network devices have onsite spares
  • All key network components are monitored 24×7

Service Level Agreement Terms:

HiFormance will provide 99.99% uninterrupted transit to a specified Virtual or Dedicated Server to all Virtual or Dedicated Server customers who have purchased said service from HiFormance. Should transit to Virtual or Dedicated Server become unavailable for a cumulative period up to one hour in any one calendar month, the customer will receive a refund equivalent to one day of the customer’s pro-rated Recurring Monthly Fees for that month. The customer will receive an additional refund of one day of the pro-rated Internet Connectivity Recurring Monthly Fees for each additional hour, or portion thereof, of unavailability. All refund calculations will be based on unavailability in onehour increments. The above agreement does not cover outages caused by equipment and/or events not under the direct control of HiFormance or caused by individuals not directly employed by HiFormance. This Service Level Agreement does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance, and will not exceed 20 minutes per month. Any and all refunds to a customer will not exceed 50% of the Customer’s Recurring Monthly Fees for the month in which the refund is paid. Performance Guarantee HiFormance will maintain its Virtual Private Servers in such a manner as to provide to all customers the best possible performance. In order to achieve this HiFormance makes the following guarantees to all onsite Internet customers:

– 99.99% guaranteed uninterrupted transit to the Virtual or Dedicated Server
– Zero packet loss internal to HiFormance

HiFormance Network

In addition to the above performance guarantees HiFormance will take all possible measures to insure all customer traffic reaches its destination in a timely fashion comparable and within reason to any other carrier in the area. These measures include the manipulation of routing tables so as to direct traffic to the Internet using its best possible upstream link.

Last updated August 23, 2017

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