Network Uptime Guarantee
Redundant backbones through AT&T, Sprint, Qwest and UUNET allow Arrowtech to guarantee that our network will be available 100% of the time in a given month, excluding scheduled maintenance. If downtime is incurred, Arrowtech will refund the customer 10% of the monthly fee for each 10 minutes of downtime (up to 100% of customer's monthly fee). Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on the server(s). Network downtime exists when the customer is unable to transmit and receive data to the server and Arrowtech records such failure. Network downtime is measured from the time the failure is confirmed by Arrowtech to the time the server is once again able to transmit and receive data.
We use all Cisco GSR 12000 class routers running HSRP (hot failover) to ensure that data can be routed even in the event of a router failure.
Our servers are fed with conditioned UPS (Uninterruptible Power Supply) power that will run if utility power fails. The UPS power subsystem is redundant with instantaneous failover in case the primary UPS fails. In the event of an extended power outage, an on-site diesel generator can run indefinitely. The generator is regularly tested to ensure that it will continue to function in the event of an emergency.
Arrowtech guarantees that the critical infrastructure systems, including power and HVAC, will be available 100% of the time in a given month, excluding scheduled maintenance. Upon experiencing downtime, Arrowtech will refund the customer 10% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee). Infrastructure downtime exists when a particular server is shut down due to power or heat problems and Arrowtech records such failure in the Arrowtech trouble ticket system. Infrastructure downtime is measured from the time the customer opens a trouble ticket regarding server downtime to the time the problem is resolved and the server is powered back on.
Hardware has a lifespan, it's just a fact of life, as components get old they become more likely to fail. For most providers this fact becomes failure as they let their equipment age on the shelf. All Arrowtech systems are proactively maintained and upgraded to prevent costly outages.
Arrowtech guarantees the functioning of all hardware components and will replace any failed component at the time a failure is identified. Failed hardware replacement is guaranteed to be complete within one hour of problem identification. In the event that it takes us more than one hour to replace faulty hardware, Arrowtech will refund the customer 10% of the monthly fee per additional hour of downtime (up to 100% of customer's monthly fee). Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, and NIC card.
Questions and Support
Feel free to call or email with any questions.
Trouble tickets can be opened by calling 1-866-277-6983 or emailling firstname.lastname@example.org.