100% Network Uptime
MNHost.com guarantees network availability for our public Internet network to be 100%. In the event that our network does not experience 100% network uptime in a given month, MNHost.com will refund 5% of the customer’s monthly service fees for those servers affected, for each 60 minutes of network downtime experienced up to 100% of the monthly service fees for those servers affected.
2 Hour Hardware Replacement Guarantee
MNHost.com guarantees to replace any failed server hardware components provided by MNHost.com at no cost to the client within two hours of problem identification. In the event that it takes MNHost.com longer than one hour to replace any failed hardware component after problem identification, MNHost.com will refund the customer 5% of the monthly service fees for each 60 minutes of downtime up to 100% of clients’s monthly service fees for the affected server.
All SLA claims must be filed by opening a helpdesk ticket through our client portal within 7 days of the incident. The helpdesk ticket must include all relevant information including server name, IP address, full description of the incident and any logs (if applicable). All SLA credits will be issued as service credits against future invoices.
Network downtime is measured from the time the network is 100% unreachable until connectivity has been restored. Any scheduled downtime or network maintenance will not apply towards this downtime calculation. The 100% Network Uptime guarantee does not apply to any software or services running on a client’s server, nor to any hardware within a client’s server.
The 1 Hour Hardware Replacement Guarantee does not apply to replacing a failed disk drive that is in RAID so long as the other RAID disk(s) are functioning properly. The guarantee also does not apply to any time required to rebuild a RAID disk array or the time required to restore or reload any software or data to the affected server.