Hardware replacement is guaranteed to be complete within 2 hours of problem identification. The hardware replacement timer begins once customer opens trouble ticket and Entosa has determined the cause of the problem to be faulty hardware. The period of time it takes to troubleshoot the server and identify the problem is outside the 2 hour SLA.
In the event we are unable to replace the faulty hardware within 4 hours, Entosa will credit the customer 5% of the monthly fee per additional hour of downtime incurred (up to 100% of customer’s monthly server fee).
Entosa managed servers get special priority on all issues relative to the customer’s server. We offer a wide range of managed services which vary in cost depending on the level of management you require. Please refer to our Managed Server Pricing Matrix for information on services offered and guaranteed.
Entosa is committed to providing a standard of service and reliability unparalleled in the hosting industry.Entosa guarantees network uptime of 99.999%. The Entosa Data Center uses redundant Cisco and Foundry components to eliminate any single point of failure. Our network is multi-homed through redundant high-speed carriers which results in you, the customer, always being able to count on fast and reliable connectivity to our network. Our Data Center is outfitted with redundant CRAC, Battery Power and Diesel Generator Power to ensure uptime in any situation. Entosa maintains low overall network utilization at all times providing durability during any large internet routing issues such as a DDOS or DOS attack.
The Entosa Data Center is ultra-secure with only Entosa employees having access to any of our server rooms. In the event a customer needs personal access to their server they will be escorted to their server by a Entosa technician or Account Manager who will assist and monitor activity. Access to our facility is only granted via employee key cards.
Entosa guarantees the uptime of its network 99.999% of the time excluding scheduled maintenance.
If any customer experiences anything less than 99.999% uptime, a credit will be added to the account upon request.
Network downtime is defined as the inability to transmit or receive data due to the failure of Entosa owned network equipment. Entosa will provide a 5% credit to the affected server or shared account for each hour of downtime beyond 0.1% per month. No customer may receive credits totaling more than one month of service per affected server or shared account.
Downtime is measured from the time a trouble ticket is opened by the affected customer to the time Entosa determines the issue to be resolved, excluding scheduled maintenance.