Service Level Agreement

REDSPHERE is pleased to offer you, the customer, our exclusive Service Level Agreement (SLA) to ensure your peace of mind in using our services. We offer a money back guarantee if we do not provide the services agreed to.

REDSPHERE understands your concern for system uptime and provides this guarantee to you. REDSPHERE guarantees that its data center network, HVAC and power, and server hardware components will be available 100% of the time in a given month, excluding scheduled maintenance.

The data center network means the portion of the REDSPHERE network extending from the outbound port on your edge device to the outbound port of the data center border router and includes REDSPHERE managed switches, routers, and cabling.

HVAC and power includes UPSs, PDUs and cabling, but does not include the power supplies on your servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems.

REDSPHERE will replace any of its hardware if it fails at no cost to you. "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 REDSPHERE identifies the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification.

If at any time the data center network, HVAC and power, or server hardware components are down, excluding scheduled maintenance, REDSPHERE will credit your account 5% of the monthly fee fore each 30 minutes of downtime, up to 100% of your monthly fee.

Credit Requests
To receive an SLA credit, you must contact your REDSPHERE account manager.