100% Network Uptime Guarantee
REDPLAID has built our network to deliver 100% Network uptime to our customers. REDPLAID's fully redundant network begins with two (2) separate 1,000 Mbps (Gigabit) uplinks to each server, which are connected to our redundant Gigabit Ethernet backbone network. This includes fault-tolerant high-bandwidth Internet connectivity from multiple Tier-1 carriers with diverse fiber paths into our facilities. Because of our extensive network infrastructure, REDPLAID guarantees that our network will be available 100% of the time in a given month, and includes 100% availability of our routers, switches, cabling and Internet connectivity. Should 100% network uptime not occur, REDPLAID will refund 5% of the Customer's monthly service fees for those servers affected, for each 30 minutes of network downtime experienced up to 50% of the monthly service fees for those servers affected. Network downtime will be measured from the time when a REDPLAID trouble ticket is opened by the Customer. This guarantee excludes: any scheduled downtime taken by REDPLAID; the network interface card (NIC) within a Customer's server; firewalls; load balancers; security devices; packet loss outside of the REDPLAID network; network attacks including but not limited to Denial of Service (DoS) attacks which are covered by the Secure Guarantee below; any Customers that do not use REDPLAID's NIC teaming (redundant server uplinks); and any services or software running on a Customer's server(s).

100% Secure Guarantee
Because REDPLAID has created the world's most secure and reliable managed hosting, REDPLAID will guarantee that a Customer's server that is protected by our Managed Plan or higher (a "Protected Customer") will not get hacked or compromised. In the event that a Protected Customer's server gets hacked or compromised, REDPLAID will refund the Customer 5% of the monthly fees for the hacked or compromised server for each 30 minutes of downtime associated with correcting the security issue (up to 50% of Customer's monthly fees for the affected server). Downtime shall be measured from the time a Customer opens a trouble ticket and such time as the security issue is contained, isolated, corrected or resolved. This guarantee shall only apply so long as Customer does not disrupt or disable any REDPLAID Security feature, nor take any action or allow any action to be taken which compromises the security of the server.

99.9% Server Uptime Guarantee
Because REDPLAID has partnered with Dell to provide customized highly redundant PowerEdge servers, REDPLAID guarantees that the hardware within our Dell servers will be available 99.9% of the time in a given month. Should a Customer not experience 99.9% uptime of their Dell hardware, REDPLAID will refund the Customer 5% of the Customer's monthly service fees for each 30 minutes of downtime (up to 50% of Customer's monthly service fees for the affected server). Server downtime exists when a Customer's server is shut down due to hardware failure and is measured from the time the server goes down until the time the server is powered back on, excluding any scheduled downtime. This guarantee only applies to servers that have redundant hot-swap power supplies and RAID-1 protected or RAID-5 protected hot-swap disks. This guarantee does not apply to: any software or operating system related issues; failed disk drives that are not RAID protected; a failed redundant power supply or failed RAID-protected disk so long as the other power supply or RAID-protected disk(s) are functioning properly; and remote consoles or other "out-of-band" management devices. This guarantee does not apply to any time required to rebuild a RAID disk array or the time required to restore or reload any software or data to the affected server.

1-Hour Hardware Replacement Guarantee
Because REDPLAID has qualified hardware technicians available 24/7 to our data centers and we stock an ample supply of spare parts on all server hardware components that we provide, REDPLAID will guarantee to replace any failed hardware components provided by REDPLAID with like or similar hardware at no cost to the Customer within one hour of problem identification. In the event that it takes REDPLAID longer than one hour to replace any failed hardware component after problem identification, REDPLAID will refund the Customer 5% of the monthly service fees for each 30 minutes of downtime (up to 50% of Customer's monthly service fees for the affected server). This guarantee will include any hardware included within a Customer's server. This guarantee does not apply to replacing a failed disk drive that is RAID protected or a redundant power supply so long as the other RAID disk(s) or power supply are functioning properly. This guarantee also does not apply to any time required to rebuild a RAID disk array or the time required to restore or reload any software or data to the affected server.

To receive an SLA credit for any guarantee, Customers must open a REDPLAID Support Ticket requesting an SLA Credit.