Hardware Replacement SLA for Dedicated Server Customers
Softsys Hosting is committed to providing fast and reliable hardware replacement for all dedicated server customers. Our Hardware Replacement Service Level Agreement (SLA) ensures that failed hardware components within our data center cabinets are replaced within four hours after verification of a support ticket.
If we fail to meet the four-hour replacement commitment, customers are eligible for SLA Credits as follows:
Replacement within 4 hours: Not Applicable
Replacement between 4 to 8 hours: 20% credit
Replacement between 8 to 12 hours: 40% credit
Replacement between 12 to 16 hours: 60% credit
Replacement between 16 to 18 hours: 80% credit
Replacement exceeding 18 hours: 100% credit
Customers must submit a support ticket with the billing department within 7 days of the hardware replacement.
Credits are applied to future invoice payments, including renewals and new service orders.
The SLA does not cover the time required to reload the operating system or applications.
Only hardware components like HDDs, RAM, and other physical parts are eligible for SLA credits.
By hosting with Softsys Hosting, you benefit from our fast hardware replacement commitment and industry-leading SLA policies to ensure minimal downtime and maximum reliability.
