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2 Hour Hardware Fault Resolution

  • If a server suffers a hardware fault, we will fix that fault within 2 hours of the engineer confirming the fault.
For every hour above the guaranteed fix time we will credit 5% of the affected servers’ monthly fee.*

Note: This guarantee does not apply to the time required to rebuild RAID arrays, or (if necessary), reinstall the operating system and any application software or perform restores from backups.

 

100% Network Availability

  • We guarantee 100% Network Availability to Servers (except during scheduled maintenance).
  • We guarantee latency not to exceed 10ms inside our Network.
  • We guarantee less than 0.1% packet loss inside our Network.
For every hour where the guarantee is not met we will credit 5% of the affected servers’ monthly fee.

Network includes all infrastructure such as border routers, switches and cabling.

100% Power Availability

  • We guarantee 100% Power Availability to Servers (except during scheduled maintenance)

For every hour where the guarantee is not met we will credit 5% of the affected servers’ monthly fee.

 

 

Service Credits

  • If multiple guarantees are not met due to a single incident (for example a datacentre power outage) credits are not cumulative; you will receive the maximum single credit available for the incident.
  • All reimbursements are limited to 100% of the monthly fee.

 

 

* Titan does not guarantee or warrant security of Customer Equipment or of its network. Titan will assist in network security breach detection or identification, but shall not be liable for any inability, failure or mistake in doing so.