SERVICE LEVEL AGREEMENT

Managed Service Level Agreement

When you choose a provider to manage your technology, you want a partner, not just a service offering. That's why Lightcrest is committed to working lock-step with you as your organization grows, constantly assessing your progress, increasing ROI, and decreasing total cost of ownership.

At Lightcrest, we're dedicated to providing you value. Chances are, you considered Lightcrest not just because of our systems and network expertise, but also because of our application and development know-how. It's likely that we've already built your application; if not, then you probably heard we include application-level support in our managed hosting contracts, which means we help manage your software and application code, not just your network architecture and systems.

If our software engineering expertise isn't enough, then our aggressive service level agreement (SLA) is. We have the most competitive SLA in the industry, especially since we don't expect our customers to absorb the cost of downtime that we incur.

Lightcrest's SLA is a contract between you, our partner and customer, and Lightcrest. It defines our obligations to you, and the guarantee that you'll be compensated if we fall short of those promises.

The Lightcrest SLA is broken into four segments that support the availability of your technology:

100% Network Uptime

Many established hosting providers woo their customers with promises of 100% uptime, only to charge them after incurring downtime as a result of maintenance or upgrades to their infrastructure.

Lightcrest will not expect you to pay for downtime incurred by upgrades, maintenance, or other service-interrupting events.

We guaranty that our hosting network will be available 100% of the time in a given month, excluding downtime incurred by an attack directed at your site (see Security) by a third party. The hosting network means the IP network extending from the outbound interface on your edge device to the outbound interface on the hosting network border router.

Lightcrest Guarantee: We will credit your account for all downtime incurred on a pro-rata basis.

Infrastructure

We guaranty that power will be functioning 100% of the time in a given month. Power includes UPSs, PDUs, cabling, and the power supplies on your servers.

This is a key differentiator. Most of our competitors will expect you to pay for downtime as a result of flawed power supplies or HVAC maintenance. We don't.

Lightcrest Guarantee: We will credit your account for all downtime incurred on a pro-rata basis.

Hardware

We guaranty that all server hardware will be functional, and will replace any failed equipment 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.

Lightcrest Guarantee: We will credit your account for all downtime incurred on a pro-rata basis.

Security

If you choose to leverage one of Lightcrest's Managed Security Packages to protect your technology from service-interrupting attacks, such as a DDOS or syn flood, any downtime incurred by such an attack will be credited to your account.

Credit Requests

To receive an SLA credit, Lightcrest customers must contact their account manager.

We can be reached by sending e-mail to contact@lightcrest.com.

© 2011 Lightcrest, LLC