Choosing a hosting provider is never easy and it seems to be risky when your site is at stake. We know that the availability of your site is of utmost importance and entrusting your website to Digital Chaos is something that we take seriously. We offer one of the hosting industry’s most aggressive Service Level Agreement (SLA) to cover the multiple components that keep your site up and running.

Digital Chaos’s SLA is a contract between you, the customer, and Digital Chaos. It defines the terms of our responsibility and the money back guarantee if our responsibilities are not met. We want our customers to feel at ease with their decision to move their site to Digital Chaos, and knowing that Digital Chaos takes your site’s uptime as seriously as you do is imperative.

The Digital Chaos SLA covers three components that support the availability of your web site:

100% NETWORK UPTIME

We guarantee that our data center network will be available 100% of the time in a given month, excluding scheduled maintenance. The data center network means the portion of the Digital Chaos network extending from the outbound port on your edge device to the outbound port of the data center border router and includes Digital Chaos managed switches, routers, cabling.

Digital Chaos Guarantee: We will credit your account 5% of the monthly fee for each 30 minutes of network downtime, up to 100% of your monthly fee for the affected server.

INFRASTRUCTURE

We guarantee that data center HVAC and power will be functioning 100% of the time in a given month, excluding scheduled maintenance. 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.

Digital Chaos Guarantee: Digital Chaos will credit your account 5% of the monthly fee for each 30 minutes of infrastructure downtime, up to 100% of your monthly fee for the affected server(s).

HARDWARE

We guaranty the functioning of all server hardware components and will replace any failed component at no cost. “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 we identify the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification.

Digital Chaos Guarantee: We will credit your account 5% of the monthly fee per additional hour of downtime, up to 100% of your monthly fee for the affected server(s).

CREDIT REQUESTS

To receive an SLA credit, Digital Chaos customers must contact their account manager, Kate@digitalchaos.ca.