Layerservers Service Level Agreement.
You’re paying us to keep your service available – every day, all day, every month and all year – and that’s what we will make every effort to do. If we miss our goal of keeping your server up and running with 100% uptime on a given calendar month, we will do everything within our power to make up the difference: you will receive a service credit for a portion of your monthly service fees and, most importantly, we’ll fix the problem right away.
We will serve you with complete access – whenever, wherever, good performance and the peace of mind that comes with knowing that your service has a team of professional system administrators and support personnel ready to fix any problems as they occur; because wondering what went wrong is the last thing you need.
When a piece of hardware fails in the middle of the night, a network outage interrupts traffic, or a natural disaster strikes, we’re ready for it. Layerservers.com team is available by e-mail day and night to provide assistance – because technology isn’t perfect, and that’s why we’re here. The Layerservers.com teams are available around the clock to resolve systems issues which interfere with your access to the service: Uptime, Hardware, and Network: We constantly monitor for network and hardware issues – when an issue is identified you will receive an e-mail notification detailing the action taken as we address the issue Performance: Server load is benchmarked continuously to identify performance issues.
On-Demand Backup Restorations – One complimentary restoration of any file(s), directory or directories, or entire VPS file system per calendar month. Complimentary Backup Restorations – Should a hardware failure affect your account, we will restore your data from our most recent backup.
Emergency / Outage: 15 minutes or less Support Inquiries: 4 hours or less Billing and Sales Inquiries: 24 hours Max.
Our system administration team has decades of cumulative experience and can assist you with almost any project. Please contact us if you would like to contract one of our system administrators for advanced application installation or configuration assistance, a security consultation, or any project which extends beyond our support offerings.