Advantages: Service Level Agreement

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Service Level Agreement

Our Commitment to You

IM-HOST is committed to providing services at a standard of excellence commensurate with the best practices in the industry. Network uptime and server availability are of the highest importance. The following service levels are designed to assure our customers of ultimate performance and maximum uptime.

Hardware Replacement

We stand behind our computer hardware with an immediate replacement policy for ALL systems, including individual parts.

IM-HOST will replace the following components or system parts: System Enclosures or cases, CPU or Processors, Random Access Memory (RAM), System Motherboards, Controllers, Ethernet Adapters, Ethernet or Network Cards, CD ROMs, Floppy Drives, SCSI Hard Disk Drives, SCSI Adapters, Video Cards, Sound Cards, Surge Protectors and Un-interrupted Power Supplies (UPS), Network and Power Cables, System Power Supplies, System Fans.

Repair will start upon our identification of the hardware failure and will be completed within 2 hours from problem identification. If faulty hardware replacement takes more than 2 hours, customer will be refunded 5% of monthly fee per additional hour of down time (up to customer's full monthly fee).

Network

IM-HOST uses Cisco switches, routers, and other networking equipment. Redundant components are used to ensure uptime and minimize failure. Our network is connected through multiple T-3 lines within an OC-12 Sonet Ring to several backbone providers, for fast, reliable connectivity.

Network Uptime

IM-HOST guarantees network availability of 99.9% in a given month (43.2 minutes downtime per month), excluding scheduled maintenance. Network is considered unavailable if there is a 100% packet loss from IM-HOST to its backbone providers. We will refund customers 5% of the monthly fee for each additional hour of downtime (up to 100% of customer's monthly fee). Network infrastructure is all equipment, from the cable connected to the server's NIC to the backbone provider, and includes routers, switches and cabling. IM-HOST personnel will determine end of downtime by a traceroute to the customer's machine from outside IM-HOST.

Server Software

IM-HOST maintains a watchful eye over its machines to ensure maximum uptime of every service and feature of the web server. We guarantee a prompt response to each support request regarding any issue that may arise with server performance.

Claiming Refunds

Customer is responsible for notifying the billing department for any credits due for the month within seven days from the time of the incidence. Customer should supply all relevant information, including ticket numbers, for refund to take place. Denial of customer claims may be appealed through the normal escalation procedure.

45 Day Guarantee

IM-HOST provides customer with a 45 day money-back guarantee on monthly charges after initial sign up in the event they are not satisfied with the service. This guarantee is not applicable however to situations where there has been violations of the Terms and Conditions specified in the Hosting Agreement.

Why IM-Host? Spam Free E-mail

Site tools integrated and easy to work with

Better than good support- 24/7 Instant Support

Quality web servers in a state of the art facility

Free domain registration for the first year

What We Offer It is now more important than ever for websites to catch the eye of their target market. Let our experienced programmers at IM-Host.com develop a fully functional, dynamically driving website that will articulate your business' message and impress.

We offer:

PHP, MySQL, Perl/CGI, Apache Programming

Dynamic Page Content

Custom Layout & Design

HTML, Flash, Phostoshop

Affordable Services