Hyperactive Inc.reserves the right to modify this SLA at any time, without notice to the Customer. This Service Level Agreement is effective for new clients starting March 16th, 2007.

Hyperactive Management Response Time SLA

Hyperactive guarantees a response time of 2.5 hours to our HyperPSM 24x7 Proactive Management tickets. In the event this guarantee is not met, Hyperactive will credit the customer at 1% of your monthly fee per 30 minutes over guarantee, not to exceed half the total monthly payment in any given month.

Hyperactive guarantees a response time of 2.5 hours to our HyperOTS tickets. In the event this guarantee is not met, Hyperactive will credit the customer at 5% of your purchase price per 30 minutes over guarantee, not to exceed half the total purchase price.

Hyperactive guarantees a response time of 15 minutes to our HyperEAT tickets. In the event this guarantee is not met, Hyperactive will credit the customer at 5% of your purchase price per 15 minutes over guarantee, not to exceed half the total purchase price.

Hyperactive Server Setups are guaranteed to be completed within 24 hours. In the event this guarantee is not met, Hyperactive will credit the customer with 5% of your purchase price per 60 minutes over guarantee, not to exceed half the total purchase price.

Hyperactive guarantees a 10 minute reaction time to our 5 minute HyperSitter monitoring service. In the event this guarantee is not met, Hyperactive will credit the customer with 5% of your monthly fee per 10 minutes over guarantee.

Hyperactive guarantees the response time guarantee purchased by our HyperOSC, whether it is the standard 3 hour response, the upgraded 2 hour, or the upgraded 1 hour. In the event this guarantee is not met, Hyperactive will credit the customer with 1% of your monthly fee per 30 minutes over guarantee.

Hyperactive 24x7 Proactive Management Compromise-Protection Guarantee

Hyperactive guarantees your server will not be compromised while under management by Hyperactive's administrative staff. In the event this guarantee is not met, with the exception of the exclusions defined below, Hyperactive will credit the customer with a 3 month refund. Hyperactive will also pay any fees associated with an OS restore, up to $150.

Compromise-Protection Guarantee Exclusions

There may be situations that are beyond the control of Hyperactive in preventing system compromise. An investigation, where possible, will be launched to determine the cause of compromise. Actions taken or not taken by the client may also void this guarantee.  These action's are defined below:
    - User neglect. Hacker gained root password. This includes storing your root password in an insecure place, or giving root password out.
    - The client has not taken action after being informed by Hyperactive of potentially insecure client side scripts.
    - The client has not taken action after being informed by Hyperactive of potentially weak/insecure server areas.
    - The client has not informed Hyperactive of possible compromise prior to contracting Hyperactive for Management Services.
    - The client uses an EOL operating system.
    - The client has submitted all the mandatory management tickets, including specifically, the Proactive Management ticket.
    - The client has kept up to date with his proactive management ticket, and have reviewed the reports provided periodically for suggestions/weaknesses.

Hyperactive Dedicated & Un-metered Server Network Uptime SLA

Hyperactive guarantees a network uptime of 100%. In the event that this guarantee is not met, with the exception of the exclusions defined below, Hyperactive will credit the customer the amount determined by multiplying the fixed monthly, recurring fees (if any) for the interrupted or inoperable service(s) by the ratio that the number of consecutive hours of inoperability bears to 720 hours (for the purpose of this computation, each month is deemed to have 720 hours).

Network Uptime SLA Exclusions

The Dedicated & Un-metered Server Network Uptime SLA will not apply in the following instances:
Scheduled Network Outages, All KV Series Servers, Maintenance, DDoS Attack, acts of nature - fire, flood, etc.

SLA Violation Reporting

If the SLA has been violated, please submit a ticket to HyperSupport in the "SLA Violations" Department for investigation.