Service Level Agreement (SLA)
Osmond Technologies, LLC
The Osmond Technologies, LLC Service Level Agreement (SLA) covers four core components that support the availability and performance of your hosting service.
1. 99.9% Network Uptime
a) Network Availability Guarantee
Osmond Technologies, LLC guarantees that our network will be available 99.9% of the time during any given month, excluding scheduled maintenance.
“Network uptime” includes the functioning of all network infrastructure—routers, switches, backbone cabling, and upstream routing.
It does not include customer-side Ethernet ports, server software issues, or problems on your individual server(s).
Network downtime exists when a customer is unable to transmit and receive data across our network.
b) High Latency Definition
High latency refers to the round-trip time required for a customer’s data packet to travel between our border routers and the data center’s core routers.
Latency is measured approximately 30 times per hour, averaged into an Average Hourly Latency value.
Average Hourly Latency must be 15ms or less.
Latency & Downtime Credit
If downtime or latency exceeds these standards, Osmond Technologies, LLC will credit the customer:
5% of the monthly hosting fee for every 60 minutes of downtime or latency,
up to 100% of the monthly fee for the affected server or shared hosting service.
Credit time is measured from the moment the client or Support opens a trouble ticket.
2. 100% Infrastructure Uptime
Osmond Technologies, LLC guarantees that all critical infrastructure systems will be available 100% of the time during any given month, excluding scheduled maintenance.
Critical infrastructure includes:
• power systems
• UPS devices
• PDUs
• HVAC and cooling systems
• internal infrastructure cabling
This does not include power supplies located on a customer’s server.
Infrastructure downtime exists when a server is shut down due to power or temperature issues. It is measured from the time the trouble ticket is opened until the issue is resolved and the server is powered back on.
Infrastructure Credit
If downtime occurs, customers will receive:
5% of the monthly fee for each 60 minutes of downtime,
up to 100% of the monthly fee for the affected server or service.
**3. Two-Hour Hardware Replacement
(Dedicated Server Solutions Only)**
Osmond Technologies, LLC guarantees the functioning of all dedicated server hardware components.
We will replace any failed hardware component at no cost to the customer.
Covered components include:
• CPU
• RAM
• hard drives
• motherboard
• NIC
• server chassis components
This guarantee does not include time required to rebuild RAID arrays or reinstall operating systems or applications.
Hardware replacement begins once Support identifies the cause of the issue.
Hardware replacement will be completed within two hours of diagnosis.
Hardware Replacement Credit
If replacement exceeds two hours, customers will receive:
5% of the monthly fee for every additional hour of downtime,
up to 100% of the monthly fee for the affected server.
Credit time is measured from the moment the hardware issue is diagnosed.
4. Temporary Service Suspension
Customers acknowledge that occasional temporary suspension of hosting services may be necessary for maintenance, upgrades, or technical adjustments.
Osmond Technologies, LLC will provide reasonable advance notice, which may include:
• email notices
• status page updates
• RSS feed postings
• other communication methods listed in the service contract
Maintenance windows typically occur between 11 PM and 2 AM (EST) and are usually 15 minutes or less.
Credits Will Not Be Issued For:
a) Scheduled maintenance
b) Service suspension under Section 10 of the Master Service Agreement
c) Circumstances beyond our control, including:
• network attacks
• upstream Internet outages
• war, fire, flood, or natural disasters
• sabotage
• labor actions
• government regulations
d) Customer violations of the Master Service Agreement or Acceptable Use Policy
5. SLA Credit Requests
Customers must submit SLA credit requests within 5 business days of the incident.
Requests should be emailed to:
billing@osmondtech.com
All requests are subject to verification and investigation.