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SERVICE LEVEL AGREEMENT

Important information you need to know!

Always reliable. Always online. Please insure you understand our service level agreement (SLA) before signing-up with any of our services. As you will be responsible for any breach in agreement. We want to make sure you are happy with our services that is why we have this posted for you to read and understand.
Introduction

This document shows you the high quality of service we are promising. Global Frag Networks has spent considerable time and money to make available one of the most redundant networks available anywhere. This has been accomplished by the following:

  • Redundant routers and switches
  • Multiple upstream providers
  • All key network components are monitored 24×7 Dedicated Server and Colocation Power/Network SLA

Global Frag Networks will provide a minimum 100% uninterrupted transit to the Internet (as measured on a monthly basis) as well as 100% uninterrupted electricity. Should transit to the Internet or electricity become unavailable for a cumulative period up to 1 hour beyond the 100% minimum in any month of service, the client will receive an account credit equivalent to 5% of the client’s Recurring Monthly Fees of affected services for that month for every additional 1 hour the network or power is unavailable, not to exceed 50% of the client’s Recurring Monthly Fees.

All credit calculations will be based on unavailability in 1 hour increments. The above agreement does not cover outages caused by equipment and/or events under the control of the client. 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 via the web page at http://www.globalfrag.com/billing, and will not exceed 180 minutes per month.

Any and all credits to the client will not exceed 50% of the client’s Recurring Monthly Fees for the month in which the credit is issued. All credits must be requested within 30 days of the incident.

To request a credit email billing@globalfrag.com with your account name along with the time of and time span of the outage. Accounts must not be past due when requesting an SLA credit.

Dedicated Server Hardware SLA

Global Frag Networks offers a 12 hour hardware replacement SLA on all current dedicated server offerings. The 12 hour period begins as soon as there is a ticket response confirming a hardware issue and only applies if it is specified to perform the maintenance immediately. If the hardware is not replaced within 12 hours of the detected failure a 10% SLA credit can be requested, with an additional 10% for each additional 12 hours, by emailing the details and duration of the outage to billing@globalfrag.com. The credit must be requested within 30 days of the incident and the amount of the credit cannot exceed 50% of the monthly fee for the affected server.

Shared Hosting/VPS/Backup SLA Global Frag Networks will provide a minimum 99.99% uninterrupted access to your web site, email, and other related services. Should your services become unavailable for a cumulative period beyond the allowed 0.01% in any month of service, the client will receive a credit equivalent to 5% of the client’s pro-rated recurring monthly fees for that month and then an additional 5% for every additional 1 hour the web site and/or other related services are unavailable, not to exceed 50% of the client’s monthly recurring charges.

All credit calculations will be based on unavailability in 1 hour increments. The above agreement does not cover outages caused by client error or account transfers. 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 via the web page at http://www.globalfrag.com/billing, and will not exceed two hours per month.

Any and all credits to the client will not exceed 50% of the client’s Recurring Monthly Fees for the month in which the credit is paid. All credits must be requested within 30 days of the outage.

To request a credit email billing@globalfrag.com with your account name along with the time of and time span of the outage.

Our Guarantee

Performance Guarantee Global Frag Networks will maintain its network in such a manner as to provide to all customers the best possible performance to the Internet. In order to achieve this Global Frag Networks makes the following guarantees to all onsite Internet clients:

  • 100% guaranteed uninterrupted transit to the Internet.
  • Zero packet loss internal to Global Frag Networks’s network.

In addition to the above performance guarantees, Global Frag Networks will, for all premium network clients, take all possible measures to insure all client 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. It is also guaranteed that efforts will be made to assure no users will be negatively affected by DDoS attacks against other customers on our network. Null routing of an IP is only done as a last resort on our network as filtering will be attempted first. DDoS attacks to or from servers on our networks may be null-routed if attacks are identified. Downtimes due to the null-routing of an IP or regarding billing issues do not count against the SLA.