Service Level Agreement

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1. Coverage:

Definitions This SLA applies to only clients who have Managed Colocation Services, dedicated web servers, managed colocation services, off-sitebackup solutions and other Data Center Hosting solutions from SIMNAA (the "Company") and your account is current (i.e., not past due).

2. Service Level a Goal:

SIMNAA is a fully managed Data Center Hosting Provider. Our goal is to provide the most redundant and reliable services to our client's and resolve any issues that a client may come across with his server(s) or other hosting services. SIMNAA Support Team are well-trained as well as experienced with web servers, operating systems, various software applications and databases. SIMNAA will make sure to provide complete management and support to clients at all times, however we can only guarantee resolution for issues in which we have necessary experience or training. Some of them are mentioned below :

Covered Issues :

- Hardware :

Server Hardware installed and support under SIMNAA's Hardware Replacement Guaranteed SLA.

- Network & Power :

Network and Power Systems monitored and maintained by SIMNAA covered under Network and Power Availability SLA.

- Operating System :

Operating System installed with latest updates and patches. Automatic updates will be enabled on your server prior to delivery of the server login credentials. Manual updates, security patches, policy configurations, OS re-installation, troubleshooting OS issues covered for the following Operating System.

  • Windows Server 2003
  • Windows Server 2008
  • Linux - centOS
  • Linux - FedoraCore
  • Red Hat Linux
  • Debian
  • Ubuntu
  • FreeBSD

Software :

Due to various software applications available today, only a few of the software applications are specialized by our support engineers. Although, SIMNAA staff are well-versed with most of the software applications, but we cannot guarantee 100% resolutions other than the one's mentioned below :

  • Panel - WHM
  • Fantastico De Luxe
  • Webmin
  • Plesk Control Panel
  • DoTNetPanel
  • DirectAdmin
  • Helm
  • Interworx
  • VMware
  • SQL
  • MySQL
  • PHP
  • Apache
  • IIS
  • Litespeed Web Server
  • APF Firewall
  • CSF Firewall
  • IPFW
  • IPTables
  • Windows Firewall

Other Issues :

SIMNAA provides support for Server Migrations, Sever audits, load balancing, Fail-over Solutions, Cluster services.

Non-Covered Issues :

SIMNAA will not provide technical support for any custom software applications. Only public or open source softwares will be supported. Custom-coded softwares that are installed on the server will be client's responsibility unless a custom service contract has been made with SIMNAA.

Exceptions :

SIMNAA will make all technical resources available in order to support their clients. However, it's client's responsibility to attempt to resolve basic issues such as adding websites, email accounts, server reboots, DNS points. SIMNAA reserves right to determine how much support we will provide.

If a client abuses our support policies which causes degradation of level of support for other customers due to the frequency and nature of their own requests, SIMNAA may be required to give the abusive customers a lower level of priority in the support queue and or require payment to troubleshoot specific issues. SIMNAA allocates enough support staff to provide upto two hours of support per server per month.

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