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Quality of Service Guarantee.
Limiting Quality of Service Degradation.
In accordance with our Acceptable Uses Policy, if
we find that any server is using an excessive amount of bandwidth
(usually greater than 10 Megabits) and such traffic pattern is abnormal from
historical patterns, then Systems Solutions Internet will assume there is a software issue
with the dedicated server which is causing all of the bandwidth consumption.
Under these circumstances, Systems Solutions Internet may disconnect the dedicated server
or disable the virtual server account and immediately contact the client. By disconnecting the switch,
Systems Solutions Internet is discontinuing all communication from and to the
server, but all services (including scheduled services) continue to run
normally (with a dedicated server). This is done to control for any abnormal bandwidth spikes which may or
may not be in the control of the client (such as Denial of Service attacks)
which may have an adverse effect on Quality of Service at the internal/external
network level for all other customers.
Once the source of the problem has
been resolved, Systems Solutions Internet will restore communication service to the
server. Client may request that service be restored immediately
regardless of the historical traffic patterns and current bandwidth
consumption.
99.95% Uptime Guarantee.
Because Systems Solutions Internet guarantees a 99.95% port
availability, we remotely monitor all dedicated servers through ICMP pings in 5 minute intervals on a constant basis. This ensures that there
will be quality network connectivity (non-congestion or high latency) 99.95% of
the time in any given month. This does not include cases where a server is
disconnected due to Quality of Service
degradation as described above. Hardware issues, though the responsibility of
Systems Solutions Internet, are not the fault of Systems Solutions Internet and are therefore exempt
from this policy.
Hardware Issue Resolution.
If at anytime we are unable to ping a
server client, we will immediately investigate the reason. Usually,
customers have rebooted their dedicated server, or performed some function which
makes their dedicated server unreachable for a period of time. However, if the
customer contacts us and suspects a hardware failure, we will
immediately investigate. At our discretion, we will determine the cause
(hardware or software) of the issue. If we find there is a hardware issue, we
will immediately begin replacing any failed part(s) and have the dedicated
server back online within 2 hours or less. The time to resolve a hardware issue
depends on the hardware to be replaced (hard drive versus motherboard) and the
extent of time needed to determine the cause of the issue (software versus
hardware). This hardware issue resolution policy ensures that clients who are
suspicious about hardware issues will get immediate attention with a judgment of
the issue (if any) and a hardware fix if needed within 2 hours.
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