Service Level Agreement
1. 1 Network Uptime
GKG.NET, INC. guarantees that the network will be available 99.9% of the time in a given month (40 minutes downtime per month), excluding scheduled maintenance. Should downtime ever exceed 40 minutes in a month, GKG.NET, INC. will refund the customer 5% of the monthly fee per additional 30 minutes downtime up to 100% of customer's monthly fee. Network uptime includes functioning of all network infrastructure including routers, switches and cabling.
1.2 Hardware Guarantee
GKG.NET, INC. guarantees the functioning of all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin immediately upon identification of the hardware failure and is guaranteed to be complete within 2 hours of problem identification. In the event that it takes us more than 2 hours to replace faulty hardware, GKG.NET, INC. will refund the customer 5% of the monthly fee per additional hour of down time up to 100% of customer's monthly fee. Hardware is defined as Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease.
GKG.NET, INC. is committed to providing services at a standard of excellence commensurate with the best practice in the industry.