OneMind's Dedicated Server Service Level Guarantee

Network Uptime

We guarantee 99.99% network uptime each month, excluding scheduled maintenance. If network issues take more than 30 minutes to resolve from the time a trouble ticket is opened, we will credit 5% of the monthly fee for each additional 30 minutes of downtime.

Network uptime covers all core infrastructure, including routers, switches, and cabling. It does not include software or services running on the server. Downtime is recorded when the server cannot send or receive data and is confirmed via the OneMind Services ticket system.

Hardware – 100% Guarantee

We guarantee all server hardware components and will replace failed hardware at no cost. Once the cause is determined, replacement begins. If replacement takes over one hour from the time of diagnosis, we will credit 5% of the monthly fee per additional hour of downtime.

This guarantee excludes operating system reloads, application reinstalls, and RAID rebuilds. If our monitoring systems are blocked from assessing hardware status, this SLA credit will not apply.

Infrastructure

We guarantee all critical infrastructure—power and HVAC—will be available 100% each month, excluding scheduled maintenance. If it takes over 30 minutes to resolve an infrastructure issue from the time a ticket is opened, we’ll credit 5% of the monthly fee for each additional 30 minutes of downtime (up to 100% of the monthly fee for the affected server).

Infrastructure includes power delivery, and internal cabling, but excludes individual server power supplies. Downtime is measured from when the server goes offline due to power or cooling failure.