Service Level Agreement (SLA)
At Onlive Server, our Service Level Agreement (SLA) defines the service commitments that apply to eligible hosting and managed server services. It sets clear expectations for infrastructure availability, technical support, server monitoring, and service credits.
The exact terms depend on the service selected and the applicable order or service agreement.
Infrastructure
Availability
Technical
Support
Server
Monitoring
Service
Credits
100% Network & Power Uptime SLA
For eligible Managed Dedicated Server services, we provide a 100% Network & Power Uptime SLA.
This commitment covers the network connectivity and power infrastructure specified in the applicable SLA. If an eligible service experiences a covered internet connectivity or power failure, service credits are provided according to the terms of the agreement.
The infrastructure SLA should not be interpreted as a guarantee that every website or application will remain available. Application availability can also depend on the operating system, software, databases, DNS, configuration, and third-party services.
24/7 Technical Support
Eligible Managed Dedicated Server customers have access to our Systems Support Team 24 hours a day, 7 days a week, 365 days a year through available support channels.
Our support team can investigate covered infrastructure and server-related issues and assist with the appropriate technical troubleshooting.
Server Monitoring
We monitor dedicated server connectivity to help identify network and power-related problems.
Under the applicable monitoring process, each dedicated server is pinged every five minutes to check network and power connectivity. When a connectivity problem is detected, the support team can investigate the issue.
Monitoring is intended to help identify infrastructure-level problems. It does not guarantee that application-level errors, software failures, or customer configuration issues will be detected automatically.
What Does Our SLA Cover?
The SLA applies to the services identified in the applicable order or service agreement.
Depending on the service purchased, applicable terms may cover the following service areas.
Network Connectivity
Applicable commitments relating to network connectivity.
Power Availability
Applicable power infrastructure commitments for eligible services.
Dedicated Server Infrastructure
Infrastructure commitments for applicable dedicated server services.
Bandwidth
Applicable bandwidth-related service commitments.
Managed Services
Terms applicable to eligible managed server services.
Professional Services
Applicable commitments for selected professional services.
Technical Support
Support commitments defined by the applicable SLA.
Server Monitoring
Monitoring terms applicable to eligible services.
The exact commitments depend on the service and SLA applicable to your order.
Managed Dedicated Server SLA
The 100% Network & Power Uptime SLA applies specifically to eligible Managed Dedicated Server services covered by the agreement.
Other hosting products may have different service terms. Customers should review the SLA associated with their selected product rather than assuming that the Managed Dedicated Server commitment applies to every service.
SLA coverage is determined by the service and agreement applicable to the selected product.
Service Credits for Covered Connectivity Failures
If an eligible Managed Dedicated Server experiences a covered internet connectivity failure, the applicable SLA provides a service credit based on the duration of the outage.
Under the current published terms, the service credit is one day’s service fee for each hour that internet connectivity is unavailable, subject to the conditions and exclusions in the applicable agreement.
The service-credit process applies only to qualifying incidents covered by the SLA.
Infrastructure Uptime vs. Website Uptime
An infrastructure uptime commitment is different from a website or application uptime guarantee.
Infrastructure Uptime
Website Uptime
Your website can become unavailable even when network and power infrastructure remain operational because of issues such as:
- Operating-system failures
- Application errors
- Database problems
- Incorrect server configuration
- DNS issues
- Software updates
- Resource exhaustion
- Customer-installed software
- Third-party services
Proactive and Reactive Support
Our support process includes both proactive monitoring and reactive technical assistance for eligible services.
Proactive Monitoring
Server connectivity is monitored to help identify certain network and power-related problems.
Reactive Support
When a covered technical issue is reported or detected, our support team investigates the affected service and works toward resolution according to the applicable service terms.
The scope of managed assistance depends on the service and SLA selected.
SLA Terms and Service Eligibility
The SLA applies to the services and products specifically covered by the customer’s applicable agreement.
Not every SLA provision applies to every hosting product. The relevant order form, service agreement, and SLA should therefore be reviewed before purchasing or relying on a particular service commitment.
SLA Frequently Asked Questions
What is a Service Level Agreement?
+A Service Level Agreement (SLA) defines the service commitments between a hosting provider and its customer. It explains applicable availability, support, monitoring, and service-credit terms.
Does Onlive Server provide a 100% uptime SLA?
+We provide a 100% Network & Power Uptime SLA for eligible Managed Dedicated Server services.
This commitment applies to the infrastructure components defined in the applicable SLA and is not a guarantee of 100% website or application availability.
What happens if network connectivity becomes unavailable?
+For an eligible covered Managed Dedicated Server, the applicable SLA provides a service credit based on the duration of the covered connectivity failure. Under the current published terms, this is one day’s service fee for each hour of internet connectivity unavailability, subject to the applicable conditions.
Does the SLA apply to all Onlive Server products?
+No. SLA terms depend on the service purchased and the applicable agreement. Customers should check the terms associated with their specific service.
Is technical support available 24/7?
+Yes. Eligible Managed Dedicated Server customers have access to technical support 24/7 through live chat and email. Telephone support is available for applicable Standard and Advanced SLA services.
How often are dedicated servers monitored?
+Dedicated server connectivity is checked every five minutes for network and power availability under the applicable monitoring process.
Does the SLA guarantee website uptime?
+No. The infrastructure SLA covers the specific network and power components defined in the agreement. Website and application availability can also depend on software, databases, DNS, configuration, and third-party services.
Does server monitoring cover application errors?
+Not necessarily. The monitoring described in the SLA focuses on server network and power connectivity. Application-level problems may require separate technical investigation.
How are service credits calculated?
+For qualifying network connectivity failures covered by the applicable Managed Dedicated Server SLA, the current published terms provide one day’s service fee for each hour of internet connectivity unavailability, subject to the agreement’s conditions.
Where can I find the terms applicable to my server?
+The applicable commitments are defined in your order, service agreement, and associated SLA. If you are unsure which terms apply to your service, contact our team.
Review Your Onlive Server SLA
Before ordering a hosting or managed server service, review the SLA applicable to that product. This helps you understand exactly what is covered, how infrastructure availability is measured, and when service credits may apply.
For eligible Managed Dedicated Server services, our SLA covers network and power availability, 24/7 technical support, and five-minute connectivity monitoring, subject to the applicable terms.