Cbeyond guarantees 100% uptime for the physical infrastructure and network associated with our virtual and dedicated cloud servers.
Physical Infrastructure
Our physical infrastructure will be available 100% of the time, excluding scheduled maintenance. This encompasses all power and cooling infrastructure including generators, UPS equipment and automatic transfer switches. Critical systems downtime exists when a customer's server is unexpectedly shut down due to loss of power or cooling.
Power supplies of individual servers are not included as they are part of our hardware guarantee.
Network Uptime
Cbeyond guarantees that our network will be available 100% of the time, excluding scheduled maintenance. Network uptime comprises the functioning of all network infrastructure including cabling, switches and routers. Network downtime exists if your server is unable to transmit and receive data and you have opened a trouble ticket for the incident.
Hardware Guarantee
Cbeyond guarantees the proper function of any Cbeyond-supplied standard hardware components. Failed components will be replaced at no cost to you. The replacement process will begin when the cause of the problem has been determined. Hardware replacement is guaranteed to take no more than 4 hours. Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card, and other related components included in your server configuration.
After the hardware is replaced, Cbeyond will consult with you and begin the process of restoring your data if you have purchased our backup service. Due to the amount of data potentially restored and differences in backup modalities, this guarantee does not include the time it takes to restore data.
Please note - hardware fails, Cbeyond makes every effort to maintain our equipment, additionally we guarantee that we will replace failed hardware quickly but ultimately a single server cannot run without failure indefinitely. If you require 100% hardware up-time, we recommend the use of multiple load-balanced web servers and mirrored / clustered database servers. Please contact sales for customized recommendations for your specific configuration.
Terms, Conditions and Definitions
Customers who are delinquent on their payment to Cbeyond are not eligible for credits under this SLA.
- This web page is an overview of our SLA, and does not replace any existing contractual agreements between Cbeyond and our customers, nor does it imply any agreement without a contract.
- SLA credits will only be applied when a customer experiences downtime covered by one of the guarantees enumerated above.
- All credits must be requested via opening a ticket in the Cbeyond ticketing system by the customer within 7 days of the reported downtime, and the downtime must be from a single incident - e.g., if a physical failure and a network failure occur simultaneously, only one credit will be applied.
- Under no circumstances will an SLA credit be greater than your monthly recurring bill. Downtime is measured from the time the ticket is opened by the customer to the time the problem is resolved and the server comes back on line.
- In order to be eligible for an SLA credit, downtime must be service impacting.
- Services and software running on your server are not covered by this SLA.
- Any issue caused by client negligence is not covered by this SLA.
- Assuming you comply with these terms and conditions and Cbeyond suffers an outage covered by any of the guarantees listed above, Cbeyond will credit your account 5% of the server's monthly fee for every 30 minutes of downtime (up to but not exceeding 100% of one monthly payment, this credit will be applied toward your next payment due).