Service Level Agreement

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Hardware SLA

Hardware replacement for dedicated servers ordered at list price (without coupons) via our order forms on our website is guaranteed to be completed within 2 hours of identifying the issue. The timer begins once the customer opens a ticket for the issue and Incero 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. Servers ordered on our order forms with a coupon applied discounting the server cost to below $199/month will receive a next business day SLA. Custom configurations, e.g. servers ordered via a sales quote or with specially requested parts not ordered at order.incero.com are not covered by our hardware SLA. SSDs used in RAID 5/6/50/60 are not covered by our SLA due to write level amplification, only RAID 0/1/10 are allowed to be used on Incero owned SSDs.

In the event we are unable to replace the faulty hardware within 2 hours, Incero will credit the customer 5% of the monthly fee per additional hour of downtime incurred (up to 100% of customer’s monthly server fee).

All services below are free of charge for any dedicated server:

  • Faulty Hardware Replacement
  • Unlimited Reboots via ticket system request
  • MRTG bandwidth graphs
  • Unlimited dedicated KVM usage

Managed SLA

Incero 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 options for more information on services offered and guaranteed.

Network SLA

Incero promises a standard of service and reliability unparalleled in the hosting industry. Incero guarantees network uptime of 99.9%. The Incero data center is powered by redundant Juniper routers to eliminate any single point of failure. Our network is multi-homed through redundant high-speed carriers which results in the customer always being able to count on fast and reliable connectivity to our network. Our data center is set up with redundant CRAC, Battery Power and Diesel Generator Power to ensure uptime in any situation. Incero maintains low overall network utilization at all times providing durability during any large internet routing issues such as a DDOS or DOS attack.

The Incero data center is ultra-secure with with man-trap door systems and only authorized personnel have entry. In the event a customer needs personal access to their server they will be escorted to their server by an Incero employee and/or data center technician who will assist and monitor activity. Access to our facility is only granted via employee key cards.

Incero guarantees the uptime of its network 99.9% of the time excluding scheduled maintenance.

In the event any customer experiences anything less than 99.9% uptime of the Incero Network 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 Incero owned network equipment. Incero 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 Incero determines the issue to be resolved, excluding scheduled maintenance. SLA credit requests must be submitted to the support portal in a support ticket within 72 hours of the outage to be deemed valid.

Power SLA

Incero offers 100% power uptime with redundant power feeds. Incero 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 Incero determines the issue to be resolved, excluding scheduled maintenance. SLA credit requests must be submitted to the support portal in a support ticket within 72 hours of the outage to be deemed valid.

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