OneMind Services: Industry-Leading Service Level Guarantee

At OneMind Services LLC, we are committed to providing exceptional service and ensuring the highest level of reliability for our customers. Our Service Level Guarantee (SLG) outlines the standards we adhere to in terms of network uptime, hardware reliability, and infrastructure availability. If we fail to meet these commitments, we offer compensation in line with our guarantee.

1. Network Uptime Guarantee

   We guarantee that your network connection will be available 100% of the time each month, excluding scheduled maintenance.

   • Network Downtime is defined as the time your server cannot send or receive data due to network issues. This includes failures in all network infrastructure, such as routers, switches, and cabling.

   • If it takes us more than 30 minutes to resolve the network issue after a trouble ticket is opened, OneMind Services will refund 5% of the monthly fee for every additional 30 minutes of downtime (up to 100% of the affected server’s monthly fee).

   • This guarantee does not cover downtime due to software or services running on your server.

2. Hardware Guarantee

   We stand behind the hardware we provide and guarantee all hardware components in your dedicated server.

   • If any hardware component fails, we will replace it at no additional cost to you.

   • If it takes us more than one hour to replace faulty hardware once the issue is identified, we will refund 5% of the monthly fee for every additional hour of downtime (up to 100% of the monthly fee for the affected server).

   • Please note that this guarantee excludes issues like reloading operating systems, application issues, or rebuilding RAID arrays.

   • If our hardware monitoring systems are blocked or tampered with, you will not be eligible for hardware-related SLA refunds.

3. Infrastructure Guarantee – 100%

   We guarantee the availability of all critical infrastructure components, including power supply and HVAC (heating, ventilation, and air conditioning) for your server.

   • If your server experiences a shutdown due to power or cooling issues, we consider that Infrastructure Downtime. This includes power supply failures and HVAC malfunctions.

   • Infrastructure Downtime is measured from the time a trouble ticket is opened and persists until the issue is resolved.

   • If it takes more than 30 minutes to resolve an infrastructure issue, we will refund 5% of the monthly fee for every additional 30 minutes of downtime (up to 100% of the monthly fee for the affected server).

   • This guarantee does not cover the power supply on your specific server.

General Terms

• Scheduled Maintenance : Network, hardware, and infrastructure downtime during scheduled maintenance is excluded from the Service Level Guarantee. You will be notified in advance of any scheduled maintenance.
• Trouble Ticket System : All downtime and issues are tracked through our trouble ticket system. If downtime occurs, it will be recorded from the moment the ticket is opened, and compensation will be calculated accordingly.
• Eligibility for Refunds : To be eligible for any service credits or refunds under this Service Level Guarantee, the issue must be confirmed via the trouble ticket system.