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Pantek Service Level Agreement (SLA)
Pantek offers all customers a 100% Server and Network Uptime Guarantee, providing refunds or credits should Pantek not meet our strict standards for uptime, in accordance with the guarantees on this page.
100% Network Uptime Guarantee
Pantek has designed and built a fully redundant network, maximized to deliver 100% network uptime. Pantek guarantees its network will be available 100% of the time, including 100% availability of our routers, switches, cabling & Internet connectivity.
Should 100% network uptime not occur, Pantek will refund or credit 5% of the Customer's monthly service fees for affected services, for each 30 minutes of network downtime experienced, up to 50% of the monthly service fees for those servers affected.
Network downtime will be measured from the time when a Pantek Support Ticket is opened by the Customer via the Pantek Hosting Portal, located at: https://portal.cybrhost.com
This guarantee excludes: any scheduled downtime taken by Pantek; packet loss or outages outside of the Pantek network; network attacks including but not limited to Denial of Service (DoS) attacks; any outages caused in whole or in part by Customer; and any services or software running on a Customer's server(s).
100% Server Uptime Guarantee
Pantek utilizes highly redundant Dell servers, and guarantees the hardware within our Dell servers will be available 100% of the time.
Should a Customer not experience 100% uptime of their Dell hardware, Pantek will refund or credit 5% of the Customer's monthly service fees for those servers affected, for each 30 minutes of downtime experienced, up to 50% of Customer's monthly service fees for the affected server.
Server downtime exists when a Customer's server is shut down due to hardware failure and is measured from the time the server goes down until the time the server is powered back on.
This guarantee excludes any downtime due to: scheduled hardware maintenance or upgrades; customer initiated configuration changes; customer server resource overload or overuse; software or operating system related issues; customer initiated server reboots or shutdowns. This guarantee also excludes accessibility of remote consoles or other "out-of-band" management devices.
To receive an SLA credit for any guarantee, Customers must open a Support Ticket via the Pantek Hosting Portal, located at https://portal.cybrhost.com, requesting an SLA Credit within 30 days of the incident in question.