Database Mart LLC Service Level Agreement (SLA)

Welcome to ServerMart's Service Level Agreement (SLA). This document outlines our commitment to providing reliable network and hardware uptime to our valued customers. We strive to maintain the highest standards of service quality and ensure transparency in our operational procedures. At ServerMart Inc., we guarantee 99.9% uptime for our customers. Please review the following terms carefully to understand how we guarantee performance and handle situations beyond our control. Should you have any questions or require clarification, our team is here to assist you.

Occasional network maintenance will be required. Database Mart LLC will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file. Scheduled maintenance periods are not eligible for SLA credits.

To ensure server reliability and efficiency, we conduct regular hardware inspections. If any hardware is deemed unfit for continued use, maintenance or replacement may be necessary. ServerMart Inc. schedules and notifies in advance for planned maintenance to minimize downtime. Therefore, downtime resulting from scheduled maintenance, communicated and executed as planned, will not be eligible for compensation under our network SLA (Service Level Agreement).

ServerMart Inc. guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 4 hours of identifying the issue. If this guarantee is not met, ServerMart Inc. will provide compensation according to the SLA (Service Level Agreement). This guarantee excludes the time required for additional software-related maintenance, such as rebuilding web accounts from backups or reconstructing RAID arrays.

An important part of managing a dedicated server is keeping the software up to date. If a customer chooses to have ServerMart Inc. to manage their server, occasional software updates will be required to address security or performance issues. Usually customers will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.

If a third party not affiliated with Database Mart LLC initiates a ‘Denial of Service’ or other disabling attack, such as virus attacks or hacking, against a customer's Dedicated Server or major portions of our network, Database Mart LLC will make every effort to halt the attack. However, we cannot guarantee a specific resolution time.

Circumstances beyond Database Mart LLC’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third-party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts).

Customer misuse, abuse, or overuse of the server, or violation of Database Mart LLC's terms and usage policies, including but not limited to custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc.), custom operating systems, and custom firewall rules, resulting in operating system failures, network issues, or server downtime, are not covered under our SLA compensation policy.