Customer Service Level Agreement (SLA)

SiteGenie, LLC will replace, at no charge (including labor), 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-ROM's, Floppy Drives, IDE or SCSI Hard Disk Drives, SCSI Adapters, Video Cards, Sound Cards, Surge Protectors and Uninterrupted 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 3 hours from problem identification. If faulty hardware replacement takes more than 3 hours, customer will be refunded 5% of monthly fee per additional hour of down time (up to 100% of customer's full monthly fee).

Network Uptime
SiteGenie, LLC guarantees network availability of 99.9% in a given month, excluding scheduled maintenance. Network is considered unavailable if there is a 100% packet loss from SiteGenie, LLC 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. Downtime is measured past 10 minutes after notification of network failure, via the support email system. If the support email system itself is unreachable, the trouble ticket must be started by calling the NOC. SiteGenie, LLC personnel will determine end of downtime by a trace route to the customer's machine from outside SiteGenie, LLC network.

Claiming Refunds
Customer is responsible for notifying the billing department for any credits due for the month within two working days from the time of the incident. Customer should supply all relevant information, including support emails, for refund to take place. Denial of customer claims may be appealed through the normal escalation procedure

*Co-location Servers or client owned components do not apply to hardware SLA. Any and all expenses for replacement of these components are solely the client's responsibility. If parts are available in our local area and client accepts all applicable hardware and courier charges, down time SLA will still apply and become in effect at the time our technicians receive the required replacement hardware.