The Common Sense SLA^©

Many internet hosting companies create and market an outrageous "one size fits all" Service Level Agreement (SLA), promising 100% uptime for unrealistically low fees. The truth is there are always loopholes and you will usually do well to get only what you pay for from such providers, but NEVER any more! While it is possible to achieve 100% uptime of the 4 individual elements involved in providing managed internet hosting services (Network, Infrastructure, Hardware and Software), the costs with providing synchronization of all elements is unjustifiable by nearly all companies and organizations.

At Rampart Hosting, we know we can't be perfect, but we can be accountable for problems when they happen and help bear the financial burdens that may result from those problems. We offer The Common Sense SLA © . We will always strive to deliver 100% uptime, but also recognize that our Clients will experience unplanned outages that are usually our problems to solve. We won't play the blame game. We won't give you a convoluted SLA that says you'll get 100% uptime with the intent of delivering something less.

The Main Components of The Common Sense SLA^©

• We both agree that it is more important to fix an unplanned outage, and then discover the cause and financial impact/responsibility for that outage. This always provides an open, collaborative opportunity to learn how to avoid the same mistake twice, and a consistent way to be financially accountable for an unplanned outage.
• We both agree that we must fully communicate and coordinate planned outages in advance, minimizing potential losses to your company, and eliminating any financial penalties to us for a planned outage in excess of 10 minutes.
• We both agree that any outage of 10 minutes or less is unlikely to cause a level of end user dissatisfaction that warrants either reportable responsibility from us to you, or financial penalties to us.
• We both agree that from the moment it happens, it is the responsibility of Rampart Hosting to know when an unplanned outage of the Network, Infrastructure, or a piece of Hardware is occurring, and to take the appropriate action as soon as possible.
• We both agree that shared knowledge and responsibility for the vast possibilities of Software operating systems and application configurations, coupled with their data sets, is at the heart of true managed services. This type of understanding means we are both willing to combine our resources for a more rapid software based outage resolution, and that a combined determination of the source of the outage will dictate who has the financial responsibility for the outage.
• We both agree to a specific schedule of penalties to us, up to and including a penalty of the full monthly fee, based on the total duration of any unplanned outage(s) in each calendar month.