Hardware Service Level Agreement
Standard Dedicated Server Hardware Replacement Guarantee
ResellerChoice guarantees the replacement of failed dedicated server hardware and dedicated server hardware components located
within our datacenters. ResellerChoice guarantees a failed hardware component will be replaced within four hours of customer
notification in the trouble ticketing system. Replacement of failed hardware does not include time required to reload the operating
system or applications. Specific guarantees with SLA information is listed here below:
| Replacement Guarantee |
SLA Credit |
| 4 Hours or Less |
Guaranteed |
| 4.1 to 8 Hours |
20% |
| 8.1 Hours to 12 Hours |
40% |
| 12.1 House to 16 Hours |
60% |
| 16.1 Hours to 20 Hours |
80% |
| 20.1 Hourse + |
100% |