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Service Level Agreement (all locations)

Definitions

The following definitions shall apply to the Heymman Servers SLA.

Service Level Agreement (Westmere Quad E7-4870 server offer only)

The provisions detailed in this section pertains only to the Westmere Quad E7-4870 server offer.

Hardware replacement

Heymman Servers is committed to storing identical, readily available, on-site spare parts for every parts provisioned in our Westmere Quad E7-4870 servers. As such, our goal is to replace defective hardware or provide a new, identical server (in which case Customer's drives would be moved to the new server) normally within 12 hours of being notified about the failure by the Customer. It is Customer's responsibility to report any defective hardware or Downtime to Heymman Servers. FDC Servers Chicago is committed to storing readily available, on-site spare parts for all network and power distribution equipment, for an equally fast replacement time in case of an hardware failure of network or power distribution equipment.

Heymman Servers guarantees a 24 hours replacement time in case any component of Customer's Service fails and results in Downtime. If this level of service isn't reached, the Customer can reclaim, within thirty (30) calendar days from the Downtime, Service Credits worth seven (7) calendar days of service.

Exclusions : Heymman Servers will only immediately replace defective memory modules if at least ten (10) percent of the server's memory modules are defective (eg. less than 464GB RAM for 512GB). For servers with N+2 redundant power supplies, Heymman Servers will only immediately replace all defective power supplies when two (2) power supplies have failed.

Service Level Agreement (all Services)

The provisions detailed in this section pertains to all Services provided by Heymman Servers.

Network and power uptime

We reach 99.99% or better network and power uptime in all our locations. As a testament to our excellent service, we offer to refund (in form of Service Credits) any calendar day worth of the Service's cost where more than one (1) percent (eight hundred sixty-four (864) seconds) of Downtime has affected Customer's Service. For example, if a $300 Service suffers from 865 seconds of Downtime in a calendar day of a 30 days calendar month, the Customer is eligible to $10 in Service Credits. The Customer must reclaim their Service Credits within thirty (30) calendar days from the Downtime.

Ticket response time

We are committed to answering all Customers' requests normally in a maximum of 12 hours. As a testament to our excellent service, we guarantee a maximum Initial Ticket Response Time of thirty-six (36) hours for sales and billing related tickets and twenty-four (24) hours for all other tickets. If this level of service isn't reached, the Customer can reclaim, within thirty (30) calendar days from the moment the ticket was first opened, Service Credits worth one (1) calendar day of the related Service's cost (with a maximum of one (1) Service related to the ticket; if the ticket concerns multiple Services, the related Service is the least expensive one). To avoid abuse of our services, this term of our SLA is only applicable to the first five (5) tickets opened by the Customer in one (1) calendar month.