SLA

Service Level Agreements (SLA)

Managed Website Hosting Agreement (SLA) Service Level Agreement. Rebel Networks is committed to providing a reliable, high-quality network to support its customers. Providing you with consistent access to your data is a high priority for Rebel Networks and is part of the reason Rebel Networks makes commitments in the form of Service Level Agreements (SLAs) that provide certain rights and remedies regarding the availability and performance of the services you entitle to us. The Rebel Networks SLA covers three components that support the availability of your website: 100% / ZERO Downtime Network:
For all shared hosting and server customers whose invoice is greater than $25 a month.
Including Hosted Exchange customers and Sharepoint customers. 
Rebel Networks guarantees that its network will be available 100% of the time in a given month, excluding scheduled maintenance. Network uptime includes functioning of all network infrastructure including routers, switches, and cabling, but does not include services or software running on your server. Network downtime exists when a particular customer is unable to transmit and receive data and is measured from the time the trouble ticket is opened.Rebel Networks Guarantee: Upon experiencing downtime, Rebel Networks will credit the customer 5% of the monthly fee for each 30 minutes of down time experienced, up to 100% of customer’s monthly fee for the affected server, as per the chart below:

Website Availability Credit Percentage
99.9 to 100% 5%
98% to 99.8% 10%
95% to 97.9% 25%
90.1% to 94.9% 50%
90% or below 100%

Infrastructure:
For Unmanaged, Semi-Managed and Fully-Managed Dedicated Server Customers
Rebel Networks guarantees that the critical infrastructure systems will be available 100% of the time in a given month, excluding scheduled maintenance. Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs, and cabling but does not include the power supplies on customers’ servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems and is measured from the time the trouble ticket is opened to the time the problem is resolved and the server is powered back on.

Rebel Networks Guarantee: Upon experiencing downtime, Rebel Networks will credit the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer’s monthly fee for the affected server).

Website Availability Credit Percentage
99.9 to 100% 5%
98% to 99.8% 10%
95% to 97.9% 25%
90.1% to 94.9% 50%
90% or below 100%

Hardware:
For Dedicated server Customers who have a Managed Service Selected
Rebel Networks guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer. Hardware is defined as Processor(s), RAM, hard disk(s), motherboard, NIC card, and other related hardware included with the server. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications.

Hardware replacement will begin once Rebel Networks identifies the cause of the problem. Hardware replacement is guaranteed to be complete based on the plan and server selected when ordering.

Rebel Networks Guarantee: In the event that it takes us more than one hour over the plan that you have selected to replace faulty hardware, Rebel Networks will credit the customer 5% of the monthly fee per additional hour of downtime (up to 100% of customer’s monthly fee for the affected server).

Website Availability Credit Percentage
99.9 to 100% 5%
98% to 99.8% 10%
95% to 97.9% 25%
90.1% to 94.9% 50%
90% or below 100%