To be eligible for this SLA, your account must be in good standing. All requests for credit or refunds should must fulfill these requirements:
- Request must be submitted using the ticket system
- Request must be submitted within 7 days of the issue in question
- Your request must include a ticket number to reference that shows the issue being reported and acknowledged.

Network Guarantee
We guarantee that the network will be available 100% of the time in a given month (this does not include functionality of software/services on a server), excluding scheduled maintenance. If network downtime occurs the customer will be refunded 5% of their monthly fee for every 60 minutes of downtime, up to 100% of the customer's monthly fee.

Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services, deamons, software running on your server, or hardware failure on a server. Network uptime means the network itself will be up and available. In situations where a client runs a cluster or redudant server they can take advantage of the 100% uptime guarantee be eliminating a single point of failure in their hardware.

We are not responsible for outages or circumstances beyond our control that hinder access to your site or server. The following are excluded from the monthly calculation of Service Availability:
- Scheduled downtime or maintenance (kernel, software updates, hardware upgrades or replacement)
- Traffic conditions on the internet outside our network
- ISP or local problems such as Browser or DNS caching
- DDoS, Attacks, Exploits or hacked servers
- An outage from an upstream facility outside of our network
- Interruptions or failure of individual service caused by client, their employees, client's customers, friends, or family to their service.
- Inaccurate installation or configuration of software by the client or non-Ajacks Inc. staff, 3rd party software, client abuse or over utilization of resources.

Data Center (NOC) Guarantee
We guarantee that the critical systems, including power and HVAC, will be available 100% of the time in a given month, excluding scheduled maintenance. We will refund the customer 5% of the monthly fee for each 60 minutes of downtime (up to 100% of customer's monthly fee).

Critical systems includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers' servers. NOC downtime exists when a particular server is shut down due to power or heat problems and we record such a failure in the support ticket system.

Hardware Guarantee - (Dedicated clients only!)
We guarantee the functioning of all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is guaranteed to be complete within 2 hours of problem identification. This guarantee of 2 hours does not include additional actions such as software installations, OS reinstalling, or other data or backup services. In the event that it takes us more than 2 hours to replace faulty hardware, we will refund the customer 5% of the monthly fee for each 60 minutes of downtime (up to 100% of customer's monthly fee).

Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease.

Occasionally servers and systems must be brought down for routine maintenance and upgrades to ensure that your site will perform optimally. However, we strive to keep such service interruptions to a minimum, and, when possible, give you advance notice of scheduled any maintenance. Scheduled service outages do not qualify for this guarantee!

Additionally, this guarantee is your remedy for any unscheduled downtime of more than limits outlined above. Downtime must be confirmed by a staff member in our support system. Maximum credit given will not exceed the amount of the charge for the customer service with us. The credit will be applied to your invoice on your next due date. Downtime is measured from the time the customer records such failure in the support ticket system and until a resolution is provided in that ticket.