Service Level Agreement

As in any data-centric business, the availability of your information is crucial to the success of our reputation and business. There is no room for error. That's why we have built one of the hosting industry's most aggressive Service Level Agreements (SLA) to cover the multiple components that keep your site up and running.

ClearDATA's SLA is a contract. An agreement between you and ClearDATA. It defines the terms of our responsibility and the money-back guaranty if our responsibilities are not met. We want our clients to feel at ease with their decision to move their data to ClearDATA; and knowing that ClearDATA takes your data availability as seriously as you do is imperative to maintain your trust.

The ClearDATA Networks' SLA covers four components that support the availability of your servers and the security of your data:

Network Uptime

We guaranty that our data center network will be available 100% of the time in a given month, excluding scheduled maintenance. The data center network means the portion of the ClearDATA's network extending from the outbound port on your edge device to the outbound port of the data center border router and includes ClearDATA Networks managed switches, routers, and cabling.

Infrastructure

We guaranty that data center HVAC and power will be functioning 100% of the time in a given month, excluding scheduled maintenance which you will always be aware of well in advance. Power includes UPSs, PDUs and cabling, and the power supply for your individual server configuration.

Our data centers maintain a state-of-the-art early warning fire detection and suppression system with smoke and high temperature detectors, and a Dry Pipe with double interlock FM200 fire suppression system.

Hardware

We guaranty the functioning of all server hardware components and will replace any failed component at no cost. "Hardware" means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Hardware replacement will begin once we identify the cause of the problem. Managed services also include management of your server configuration to maintain the latest software, firmware, and security updates.

Physical Security

ClearDATA's data facilities are protected by multiple layers of physical access control. Photo identification is required from everyone who enters the facility and a stringent secure access list defines exactly who may enter the data center. Detailed log files are maintained of all visits and surveillance video is digitally recorded and stored.

info@cleardata.net
602.635.4000

return to top