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Level Agreement
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I
Venture Circulation is committed to providing services at a standard of
excellence commensurate with the best practice in the industry. Network
uptime and server availability are of the highest importance. The following
service levels are designed to assure our customers of ultimate performance
and maximal uptime.
Hardware
- I Venture Circulation Warranty Advantage ( IVC-WA )
We
stand behind our computers with an "unlimited free replacement warranty"
for ALL leased or rented systems, including individual parts ordered as
upgrades from I Venture Circulation.
I
Venture Circulation will replace, at no charges (including labor), the
following components or system parts: System Enclosures or cases, CPU
or Processors, Random Access Memory (RAM), System Motherboards, Controllers,
Ethernet Adapters, Ethernet or Network Cards, CD-ROMs, floppy Drives,
IDE or SCSI Hard Disk Drives, SCSI Adapters, Video Cards, Sound Cards,
Surge Protectors and Uninterrupted Power Supplies (UPS), Network and Power
Cables, System Power Supplies, System Fans.
Repair
will start upon our identification of the hardware failure and will be
completed within 2 hours from problem identification. If faulty hardware
replacement takes more than 2 hours, customer will be refunded 3% of monthly
fee per additional hour of down time (up to customer's full monthly fee).
Network
I
Venture Circulation uses Cisco switches, routers, and other networking
equipment. Redundant components are used to ensure uptime and minimize
failure. Our network is connected through 8Mbps lines within an T-3 (45Mbps)
to several backbone providers, for fast, reliable connectivity.
Network
Uptime
I
Venture Circulation guarantees network availability of 99.9% in a given
month (43.2 minutes downtime per month), excluding scheduled maintenance.
Network is considered unavailable if there is a 100% packet loss from
I Venture Circulation to its backbone providers. Network infrastructure
is all equipment, from the cable connected to the server's NIC to the
backbone provider, and includes routers, switches and cabling. Downtime
is measured past 10 minutes after notification of network failure, via
the ticketing system. If the ticketing system itself is unreachable, the
ticket must started by calling the NOC. I Venture Circulation personnel
will determine end of downtime by a trace route to the customer's machine
from outside I Venture Circulation.
Claiming
Refunds
Customer
is responsible for notifying the billing department for any credits due
for the month within 24 hours from the time of the incidence. Customer
should supply all relevant information, including ticket numbers, for
refund to take place. Denial of customer claims may be appealed through
the normal escalation procedure.
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