Service Level Agreements (SLA)

Hardware SLA

Hardware replacement is guaranteed to be complete within 2 hours of problem identification. The hardware replacement timer begins once customer opens trouble ticket and Spark Rack has determined the cause of the problem to be faulty hardware. The period of time it takes to troubleshoot the server and identify the problem is outside the 2 hour SLA.

In the event we are unable to replace the faulty hardware within 4 hours, Spark Rack will credit the customer 5% of the monthly fee per additional hour of downtime incurred (up to 100% of customer’s monthly server fee).

Network SLA

Spark Rack is committed to providing a standard of service and reliability unparalleled in the hosting industry. Spark Rack guarantees network uptime of 99.99%. The Spark Rack Data Center uses redundant Cisco and Foundry components to eliminate any single point of failure. Our network is multi-homed through redundant high-speed carriers which results in you, the customer, always being able to count on fast and reliable connectivity to our network. Our Data Center is outfitted with redundant Cooling, Battery Power and Natural Gas Generator Power to ensure uptime in any situation. Spark Rack maintains low overall network utilization at all times providing durability during any large internet routing issues such as a DDOS or DOS attack.

The Spark Rack Data Center is ultra-secure with only Spark Rack employees having access to any of our server rooms. In the event a customer needs personal access to their server they will be escorted to their server by a Spark Rack technician or Account Manager who will assist and monitor activity. Access to our facility is only granted via employee key cards.

Spark Rack guarantees the uptime of its network 99.99% of the time excluding scheduled maintenance.

In the event any customer experiences anything less than 99.99% uptime of the Spark Rack Network a credit will be added to the account upon request. Network downtime is defined as the inability to transmit or receive data due to the failure of Spark Rack owned network equipment. Spark Rack will provide a 5% credit to the affected server or shared account for each hour of downtime beyond 0.1% per month. No customer may receive credits totaling more than one month of service per affected server or shared account. Downtime is measured from the time a trouble ticket is opened by the affected customer to the time Spark Rack determines the issue to be resolved, excluding scheduled maintenance.