Hardware SLA

Our Hardware Service Level Agreement (SLA) guarantees that hardware replacement will be complete within two (2) hours of problem identification. The hardware replacement timer begins once a customer opens a trouble ticket and mxNAP has determined the cause of the problem to be faulty hardware. The period of time it takes to troubleshoot and identify the problem is outside of the two (2) hour SLA.

In the event we are unable to replace the faulty hardware within four (4) hours, mxNAP will credit the customer five percent (5%) of the monthly fee for each additional hour of downtime incurred, up to one hundred percent (100%) of the customer’s monthly service fee.

The following services are provided free of charge to any dedicated server provided by mxNAP:

Hardware Replacement

Initial Server hardening

Software Firewall implementation (upon request)

Cross Connects Available

Unlimited Reboots (via ticket system request)

Access to knowledge base (cPanel, Hsphere, Plesk, Hosting Controller, and Direct Admin)

Flash training movies for support control panels (Hsphere, cPanel, DirectAdmin, HostingController, and Plesk)

MRTG bandwith graphs

15 minutes per month of Hands and Eyes Control Access (additional time will be billed at £100 per hour)

Network SLA

mxNAP is committed to providing a standard of service and reliability unparalleled in the hosting industry. mxNAP’s Data Centers utilizes redundant Juniper and Brocade components to eliminate any single point of failure. Our network is multi-homed through redundant high-speed carriers which results in you, the customer, always being able to count on fast and reliable connectivity to our network.

Our Data Centers are outfitted with redundant CRAC, battery power and diesel generator power to ensure uptime in any situation. mxNAP remains low overall network utilization at all times providing durability during any large internet routing issues such as DDOS or DOS attack.

Our Data Center emphasizes security as only mxNAP employees have access to any of our server rooms and access to our facility is only granted through the use of mxNAP’s employee key cards and 2nd factor access PINs. In the event a customer needs personal access to their server, they will be escorted to their server by a mxNAP technician or Account Manager who will assist and monitor this activity.

mxNAP guarantees the uptime of its public networks 99.99% of the time excluding scheduled maintenance. The mxNAP private network is excluded from this SLA, unless the client has subscribed to a dedicated private network. Network downtime is defined as the inability to transmit or receive data due to the failure of mxNAP owned network equipment, excluding scheduled maintenance, and is measured from the time a trouble ticket is opened by the affected customer to the time mxNAP determines the issue is resolved.

In the event any customer experiences anything less than 99.99% uptime on mxNAP’s public transit network, excluding scheduled maintenance, that customer is eligible to receive a credit upon request, as set forth herein. mxNAP will provide a five percent (5%) credit to the affected server for each hour of downtime beyond one-tenth of a percent (0.1%) per month. No customer may receive credits totaling more than one month of service per affected server.

PCI SLA

mxNAP completes an annual Payment Card Industry Data Security Standard (PCI DSS) assessment using an approved Qualified Security Assessor (QSA). The auditor performs an assessment of mxNAP’s PCI environment and completes an Attestation of Compliance (AoC) and Report on Compliance (RoC) issued by the QSA. mxNAP is certified through this process as compliant under PCI DSS

The effective period for compliance begins upon passing the audit and receiving the AoC from the auditor and ends one (1) year from the date the AoC is signed. The AoC is available to customers upon request to show the QSA has determined that mxNAP is in compliance.

mxNAP is responsible for the security of all cardholder data that it processes.