This document shows you the high quality of service we are promising.
Last updated: June 26, 2007
Blackstone Media Network has spent considerable time and money to make available one of the most redundant networks available anywhere. This has been accomplished by the following:
- Redundant routers and switches
- Multiple upstream providers
- All key network components are monitored 24x7
Dedicated Server and Colocation SLA
Blackstone Media Network will provide a minimum 99.9% uninterrupted transit to the Internet (as measured on a monthly basis) as well as 99.9% uninterrupted electricity. Should transit to the Internet or electricity become unavailable for a cumulative period up to 5 minutes beyond the 99.9% minimum in any month of service, the client will receive a refund equivalent to 5% of the client's Recurring Monthly Fees for that month for every additional 5 minutes the network or power is unavailable.
All refund calculations will be based on unavailability in 5 minute increments. The above agreement does not cover outages caused by equipment and/or events under the control of the client. This Service Level Agreement does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance, and will not exceed 60 minutes per month.
Blackstone Media Network will do its best to make hardware replacements on all dedicated and colocated systems, but cannot make any guarantees in regards to colocated equipment. All attempts will be made to get the system diagnosed and operational within 24 hours. There are no additional fees for hardware replacement in dedicated systems, but colocated customers may incur additional fees for hardware replacement services. Critical components such as RAM, hard drives, and motherboards will always be kept in stock to assure prompt replacement.
Any and all refunds to the client will not exceed 100% of the client's Recurring Monthly Fees for the month in which the refund is paid. All refunds must be requested within 30 days of the incident.
To request a refund email sales@blackstonemedia.net with your account name along with the time of and time span of the outage.
Shared Hosting SLA
Blackstone Media Network will provide a minimum 99.9% uninterrupted access to your web site, email, and other related services. Should your services become unavailable for a cumulative period beyond the allowed 0.1% in any month of service, the client will receive a refund equivalent to 5% of the client's pro-rated recurring monthly fees for that month and then an additional 5% for every additional 15 minutes the web site and/or other related services are unavailable.
All refund calculations will be based on unavailability in 15 minute increments. The above agreement does not cover outages caused by client error or account transfers. This Service Level Agreement does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance, and will not exceed two hours per month.
Any and all refunds to the client will not exceed 100% of the client's Recurring Monthly Fees for the month in which the refund is paid. All refunds must be requested within 30 days of the outage.
To request a refund email sales@blackstonemedia.net with your account name along with the time of and time span of the outage.
Performance Guarantee
Steadfast Networks will maintain its network in such a manner as to provide to all customers the best possible performance to the Internet. In order to achieve this Blackstone Media Network makes the following guarantees to all onsite Internet clients:
- 99.9% guaranteed uninterrupted transit to the Internet
- Zero packet loss internal to Blackstone Media Network's network
In addition to the above performance guarantees, Blackstone Media Network will, for all premium network clients, take all possible measures to insure all client traffic reaches its destination in a timely fashion comparable and within reason to any other carrier in the area. These measures include the manipulation of routing tables so as to direct traffic to the Internet using its best possible upstream link. It is also guaranteed that efforts will be made to assure no users will be negatively affected by DDoS attacks against other customers on our network. Null routing of an IP is only done as a last resort on our IRC network as filtering will be attempted first. DDoS attacks to or from servers on our networks may be null-routed if attacks are identified. Downtimes due to the null-routing of an IP or regarding billing issues do not count against the SLA.