Yes, we offer a 99.9% Network Uptime Guarantee.

It is important to understand that we cover uptime as it relates to your server.

We claim responsibility for the server and network connection.  The site itself falls under the management of the developer.

The following is a brief overview of what out SLA covers:

Hardware Replacement Policy - Hardware: Bitwize guarantees the replacement of failed hardware and hardware components located within our partner datacenters. Bitwize guarantees a failed hardware component will be replaced within 4 hours of customer notification in the trouble ticketing system. Replacement of failed hardware does not include time required to reload the operating system or applications. Specific guarantees with SLA information is listed below.

Replacement Guarantee SLA Credit

4 hours or less Guaranteed
4.1 to 8 hours 5%
8.1 to 12 hours 10%
12.1 to 16 hours 20%
16.1 to 20 hours 30%
20.1 hours + 50%

Ping Policy - We ping servers to test their uptime. If a server goes down our ping monitors will notify us. The server is "up" as soon as it pings.

Uptime Policy - Our Uptime Guarantee and Hardware Policy go hand in hand in one respect. We do not guarantee our client's sites or software uptime, only the uptime of the Hardware. All SLA Credits will be decided according to the time the Hardware Server was DOWN (did not return a ping) until the Hardware Server was UP (returned a ping). Our Guarantee does not extend to any problems with the client's site, applications, or any other software or files.

Bitwize will only respond to an SLA Credit request submitted via ticket.

What to include in the ticket:

Primary Account Holder's Name
Customer ID
Server Name/Account Name
E-mail address that any Technical Tickets were submitted under
Credit Request Details (Time server went down, Time it came back up, etc.)
Qualification Summary for SLA Credit