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 return on your investment, and decreasing total cost of ownership.
This 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:
Network Uptime
We guaranty that our hosting network will be available 100% of the time in a given month, excluding downtime incurred by routine upgrades and maintenance, or 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.
We can not guarantee network uptime on third party public clouds that we manage on your behalf.
Lightcrest Guarantee: We will credit your account for all downtime incurred on a pro-rata basis. This does not apply to third party public clouds.
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. This does not apply to third party public clouds.
Hardware
We guaranty that all server hardware will be functional, and will replace any failed equipment at no additional cost. “Hardware” means the processor(s), RAM, hard disk(s) drives, solid state drive(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. This does not apply to third party public clouds.
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 on a pro-rata basis.
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.
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