Network Uptime is the total time in a calendar month that DI Dedicated network is available through the Internet, provided that Client has established connectivity. DI Dedicated takes responsibility Network availability within their network, however, we cannot be held liable for upstream problems, outside of our network. Our guarantee is that our Network will be available to clients free of Network Outages rendering 100% packet loss, 99.99% of each calendar month.

Network Outages or Unscheduled downtime is any unplanned or unscheduled interruption in Service availability during which Client is unable to access the services as described in the section titled “Network Uptime” above. A Network Outage is defined as a period in which 100% packet loss to our network is experienced, which is determined to have been caused by a problem in DI Dedicated’s Network as confirmed by DI Dedicated. Downtime or outages are measured as the total length of time of the unplanned interruption in service availability in a calendar month.

Scheduled Downtime is any DI Dedicated scheduled interruption of Services, for the purpose of network upgrades, or replacement of any equipment in order to provide for you better service. Scheduled downtime occurs during notified downtime periods, with as much advance warning as possible via e-mail with a minimum of 24 hours notice.

SLA Network Violation Credit occurs when our network uptime guarantee is not met. DI Dedicated will refund the customer 5% of the monthly fee for each hour of downtime (up to 100% of your monthly fee) for network downtime. Network downtime is measured from the time the network is 100% unreachable, until service is once again restored. In order to request a performance credit, you must send in a request via the support portal, within 10 days of reported violation. SLA violations will be reviewed by our personnel Monday – Friday 8AM to 5PM PST. *Network violation SLA credit does not cover server hardware failure.*

• Performance Credit exclusions: The following are excluded from the monthly calculation of Service Availability:
  
  
  • Scheduled downtime
    
    
  • Problems outside of DI Dedicated’s network (upstream providers, or client’s inbound connection) not effecting 100% loss to our network
    
    
  • Interruptions or failure of individual service caused by client, their employees, client’s customers, etc. to their service. These include inaccurate configuration, 3rd party software, client abuse or over utilization of resources, hacked servers, attacks, exploits, or server hardware failures.

Server Hardware for Dedicated Servers

Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included for Dedicated Servers.

Hardware replacement will occur within 6 hours of the reported problem, DI Dedicated will refund 5% of the monthly fee per additional 6 hours of down time (up to 100% of customer's monthly fee). In order to reduce replacement hardware downtime, we keep a small quantity of pre-built systems on hand to swap out Hard disks, so that your server can be back up in the shortest amount of time. For Hard disk failures, we keep pre-installed drives with our standard partitioning for immediate deployment.

In order to request an SLA hardware violation credit, you must send in a request via client support portal, within 10 days of reported violation. SLA violations will be reviewed by our personnel Monday - Friday 8AM to 5PM PST. *Hardware SLA violations do not cover network violation*

• Performance Credit exclusions: The following are excluded from the monthly calculation of Service Availability:
  
  
  
  • Scheduled downtime
    
    
  • Interruptions or failure of individual service caused by client, their employees, client’s customers, etc. to their service. These include inaccurate configuration, 3rd party software, client abuse or over utilization of resources, hacked servers, attacks, exploits, or server hardware failures.
    

Replacement is defined as returning the server to original configuration when it was purchased. If hardware failure causes corrupted Operating System, Data Files, or Configuration of server, DI Dedicated will restore the system to original state.

DI Dedicated is not responsible for the restoration of data to server if we not providing the backup service. We strongly recommend that your purchase enhanced backup options for your server. We expect that you keep copies of your data off-site with you for emergency purposes. If hardware failure and data loss occurs, you the client, are responsible for data restoration if we did not provide a managed backup solution. DI Dedicated shall not be liable for loss of data under any circumstance. The customer is responcible for selecting the files that are backed up to our backup devices. If the customer does not select the proper data to be backed up DI Dedicated shall not be liable for the lost data. DI Dedicated does not check to see if a customers backups are running. It is the responcibility of the customer to make sure that all scheduled backups run at there scheduled time.