Our Service Quality Guarantee provides unmatched customer service and support and offers better guarantees of reliability, scalability and performance over the Internet by combining a premium Service Level Agreement (SLA) with Service Quality Management.
Our “Service Quality Guarantee” Is Our Premium SLA
That’s the power of AIS Network. We can guarantee these levels of reliability and performance because we connect redundantly to and leverage major Internet backbone connections and use intelligent, performance-based routing technology to select a superior path to deliver your traffic.
Our Service Quality Guarantee Addresses:
Superior Response Time. AISN guarantees a response in 15 minutes or less to any network server alert that may occur. With 24x7x365 onsite network engineers, you are assured of a superior and immediate around-the-clock response to your mission critical Web sites or applications.
Should a response take longer than 15 minutes, you will be eligible for a credit of 5% of your regular monthly fees for that month.
Latency and Packet Loss. While AISN proactively monitors latency and packet loss within its own network, we do not proactively do this for individual customers. If AISN becomes aware, through its own monitoring or by being alerted by a customer, that transmission latency in excess of 55 milliseconds (“Latency”) or packet loss in excess of one percent (1%) (“Excess Packet Loss”) is occurring between any two routers in the continental US, AISN will use reasonable efforts to determine and correct the cause of the excess latency and packet loss.
If average packet loss is more than 1% over a one-month period, and the problem is on AISN’s LAN or WAN, customers will be eligible for a credit equal to one day on their monthly bill. Packet loss over the Internet will be calculated by averaging measurements between various points located in various represented geographies during a one-month period. If average latency exceeds 55 milliseconds over a one month period, and the problem is on AISN’s LAN or WAN, effected customers will be eligible for a credit equal to one day on their monthly bill.
Network Uptime. AISN guarantees that our network will be available 100% of the time in a given month, excluding maintenance windows which are scheduled with the customer. Customers will be able to receive and transmit information from other portions of the Internet to the AISN network without “downtime,” which is defined as a customer experiencing sustained packet loss of more than 50%.
Customers who experience network downtime will be eligible for a credit of 5% of their monthly fees for each 30 minutes of downtime.
Power and HVAC. AISN guarantees that power and HVAC in our data centers will be functioning 100% of the time in any given monthly billing period, excluding scheduled maintenance.
Customers who experience downtime due to power or HVAC failures will be eligible for a credit of 5% of their monthly fees for each 30 minutes of downtime.
Virtual Servers. AISN guarantees that all virtual servers including CPU, storage, and virtualization layer, will be functional. Should a virtual server fail, AISN guarantees that restoration or repair will be complete within one hour of problem identification.
Should a virtual server not be restored to functionality within one hour, the effected customer will be eligible for a credit of 5% of their monthly fees for each hour of downtime in excess of the first hour.
Hardware. AISN guarantees that all server hardware components (including processor(s), RAM, hard drives, motherboards, NIC cards and related hardware) will be functional, and will be replaced at no cost to you should they fail. Hardware replacement will be completed within one hour once AISN identifies the cause of the problem.
Should a hardware failure take more than one hour from the time of problem identification, the effected customer will be eligible for a credit of 5% per additional hour of downtime.
For customer support, please contact firstname.lastname@example.org or call 847.202.1400.
Questions about our Service Quality Guarantee? Let’s talk. Contact us now.