Abraxis is committed to providing quality hardware on a reliable network backed by a 99.99% uptime guarantee. We are so confident about our services, that we provide a money back guarantee. Should you incur any downtime or failure due to Abraxis, we will credit a percentage of your next month fee. Our SLA covers the following areas:
Abraxis guarantees that the network will be available 99.99% of the time during the billing cycle of a server, excluding periods of scheduled maintenance. The guarantee takes effect if the network is down for more than 44 minutes during a 30 day billing cycle. Abraxis will credit the customer 5% of the recurring fee for each 30 minutes of downtime (up to 100% of the customer's monthly fee) on the next invoice if downtime exceeds the 99.99% limit.
Our Network consists of all Abraxis network infrastructure hardware, including routers, switches, and cabling. It does not include services or software running on a customer's server, nor customer server hardware. A Network downtime event exists when a particular customer's server is unable to transmit and receive data to the Internet, and it is determined not to be the fault of the customer server's hardware or software. Total time for a downtime event is measured from the time the trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data to the Internet. This ticket should include some form of traceroute or ping test to show that the server is unreachable.
Abraxis guarantees the functioning of all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once Abraxis identifies the cause of the problem. Hardware replacement is guaranteed to be complete within 24 hours of problem identification. In the event that it takes us more than 24 hours to replace faulty hardware, Abraxis will credit the customer 50% of the recurring fee for the server affected on the next invoice Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array. This refund is available once per billing cycle.
These guarantees do not apply to delinquent or suspended customers.