General
The QuantumCloud.net Service Level Agreement (SLA) provides you the best quality service. As a matter of your reliability about QuantumCloud.net service, we extend our Service Level Agreement. Our standard Service Level Agreement covers the following points:
 99.5% monthly network uptime guarantee
4 hour hardware failure response time
real time supports
QuantumCloud.net network infrastructure and hardware are designed to provide you the best quality of service in terms of bandwidth, network speeds, equipment reliability, and overall performance. In order to meet our service goals, we have constructed a network that utilizes multiple high-speed global Internet backbone connections and several layers of redundancy.
Technical Support
QuantumCloud.net provides you best technical support concerning the setup, access, and other server related issues. QuantumCloud.net does not provide support for web applications, script, or any third party components or software that you have implement. Our technical support team 24hours per day, 7 days per week and 365 days per year are available. Our technical support team response your problem less than two hours. This time, however, depends on the complexity of the inquiry and our overall workload in general. Highest priority for technical issues is prioritized on your server’s availability, and is not considered “first come, first serve.” All phone calls or e-mails will be assigned a problem trouble ticket and updated to your account records for historical tracking purposes.
Service Level - 99.5% Uptime Guarantee
QuantumCloud.net understands the importance of providing a reliable service and has developed the service to ensure maximum performance and uptime. QuantumCloud.net activities to have the content of customer’s web site available for http access by third parties 99.5% of the time. QuantumCloud.net network uses multiple, high-speed connections providing fast, reliable connectivity.
Web Server Availability
Web Server availability is defined as your ability, via a web browser, to retrieve HTTP headers from your account server specifically. Unless otherwise provided for in our Dedicated Server accounts, QuantumCloud.net does not actively monitor availability of individual web sites, but rather monitors the availability of the physical server itself. In order to monitor Web Server Availability, QuantumCloud.net will ping the HTTP service on the server and retrieve HTTP headers on a 5-minute interval basis with a 30-second threshold. During this time, if the HTTP service does not respond, the server will be considered to be non-operational and is automatically rebooted. If rebooting the server fails, the problem is automatically escalated to our technical support representatives. From the point of declared non-operational, we will calculate the total elapsed duration of server outage.
Mail Server Availability
Mail Server availability is defined as your ability, to send (SMTP) and retrieve (POP3) e-mail via the particular mail server (and assuming both services are actually configured to run on the server). Unless otherwise provided for in our Dedicated Server accounts, QuantumCloud.net does not actively monitor availability of individual mail servers, but rather monitors the availability of mail services on the whole for a physical server. In order to monitor Mail Server Availability, QuantumCloud.net will ping the SMTP and POP services every 5-minutes for 30-second thresholds. During this time, if the SMTP and POP3 service does not respond, the server will be considered to be non-operational and is automatically rebooted. If rebooting the server fails, the problem is automatically escalated to our technical support representatives. From the point of declared non-operational, we will calculate the total elapsed duration of server outage
Schedule or Routine Maintenance
To ensure ongoing and optimal server performance of all Shared and Dedicated servers, QuantumCloud.net will from time-to-time perform routine maintenance on our web servers. Accordingly, QuantumCloud.net reserves the right to one total hours of server unavailability per month for maintenance (“Scheduled Maintenance”). This Scheduled Maintenance or Routine Maintenance is not included in our server uptime calculations or guarantee, nor is it applicable towards the Schedule of Credits.
Backup Services and Data Redundancy
Where indicated in the account features section of the QuantumCloud.net Online Hosting Agreement Form, QuantumCloud.net will employ several techniques to ensure the ongoing integrity and redundancy of data on its servers. However, as a matter of practice all data contained on our web servers is your exclusive property and therefore you should take additional steps to ensure the security, safety and backup of your data. Unless QuantumCloud.net Backup Services have been specifically purchased, QuantumCloud.net will not perform routine or scheduled backups on your account or your web data in any regard.
A backup may be performed by QuantumCloud.net, at its option, for emergency purposes only and depending upon the circumstances of the emergency may need to be restored. In such event, QuantumCloud.net will notify you of this procedure prior to actual performance. If your web server becomes corrupt or non-operational, for any reason, you may be called upon to restore your data. All accounts with QuantumCloud.net have the ability to perform a manual (self-administration) backup of data, and therefore if you are not using the QuantumCloud.net Backup Services you are highly encouraged to perform this function on a regular basis. Ultimately, it is your responsibility to maintain updated copies of your web data.
Storage Capacity
QuantumCloud.net provides you with information pertaining to the total storage capacity of your account on the Electronic Order Form and in your cPanel Control Panel for your account. For an additional monthly fee and upon your request, QuantumCloud.net will increase the total storage capacity of your account. However, it should be noted that unless precautions are taken to monitor your use of the allotted storage capacity, your server may stop accepting, processing, or delivering data without your knowledge and without prior warning based on these quotas. This in turn may be attributed to server unavailability or even data loss. QuantumCloud.net shall not be held responsible for such unavailability or data loss. It is your responsibility to keep within the assigned limits of the account or to proactively request Storage Capacity upgrades to your account. |
