Featured: Dedicated Servers B
We have always had extremely rigid internal standards for our tech support teams. These closely monitored objectives are how we continue to set the bar high and improve our customer service.
The Bill of Rights is based on exceedingly granular goals that are completely visible to our customers.Request DemoB Download Sample Report CardB
In their highest forms, SLAs embody the values and capabilities of an entire organization, and they provide a clear benchmark for employee performance and customer satisfaction.
Fine tuned through years of experience
Extension of SingleHop's core values
100% network uptime
100% power uptime
Fast deployments, faster support responses
Real-time monitoring from LEAP
Easy to understand
Easy to find
Accountability via monitoring and automation
One click process
No jumping through hoops
| ||Guarantee||% Credited|
Dedicated Server deployment
The longest amount of time you will have to wait for a new Dedicated Server is 3 hours. This is measured from the time your payment is processed and your order is confirmed.
Cloud Server deployment
The longest amount of time you will have to wait for a new VMware-based Public Cloud Server is 90 seconds. This is measured from the time your payment is processed and your order is confirmed.
The longest amount of time you will have to wait for broken server hardware to be replaced is 90 minutes. This is measured from the time we complete troubleshooting the issue and determine that it is hardware related.
Our Public Network will be online 100% of the time and you will be credited per our SLA for every minute it is down. Based on the amount of downtime, credit will vary from 5% to 100% of your invoice.
Our data centers will be online 100% of the time and you will be credited per our SLA for every minute it is down. Based on the amount of downtime, credit will vary from 5% to 100% of your invoice.
First Response to Support Ticket
The longest amount of time you will have to wait for a First Response to a Support Ticket is 1 hour. This is measured from the minute your ticket is received by our system and a ticket number is issued.
Ticket Update Frequency
The longest amount of time you will have to wait for an update while we are working on your ticket is 2 hours. This is measured from the last time we responded to the ticket.
Escalation to Senior Staff Time
Should your issue require escalation to senior staff, you will wait no more than 90 minutes for the escalation to happen and the senior staff member to contact you.
SingleHop guarantees that it will provide You with a level of service consistent with the principles expressed in the SingleHop Customer Bill of Rights as explained below (the "Service Level Agreement").
To the extent that SingleHop does not provide the Services at the levels guaranteed in this Service Level Agreement, and you are in compliance with this agreement and SingleHop's AUP, then it will credit Your account or provide You a refund in an appropriate amount, reflecting percentages of the monthly fees You pay to SingleHop for the Services.
The Service Level Agreement has two tiers: Regular SLA and Enhanced SLA. SingleHop's obligation to provide You with a credit is determined by Your tier assignment, which is determined by the tier You select in the signup process, or the higher tier in which SingleHop may, in its discretion, place You based on other criteria. To the extent SingleHop does not provide the Service within the applicable Time Guarantee, You will be eligible to receive the Amount of Credit as set forth below.
|Amount of Credit|
|Server Deployment: The process of fulfilling Your order, properly placed, for one or more dedicated servers, by installing and configuring the appropriate equipment and making it substantially available for reasonable use.||
Measured from the time SingleHop provides written confirmation to You that Your fully-paid order for one or more dedicated servers has been received. If You have ordered a custom dedicated server, defined as a server that we do not currently have in stock, or one that requires hardware upgrades or physical changes to the server configuration, then we may need more time to deliver the server. For all custom orders, we will provide an estimated delivery time to You when Your order is processed.
|Virtual Machine (VM) Deployment : The process of fulfilling Your order, properly placed, for one or more public cloud instances, or virtual machine instances on a private cloud, by installing and configuring the appropriate equipment and making it substantially available for reasonable use.||
Measured from the time SingleHop provides written confirmation to You that Your fully-paid order for one or more public cloud instances has been received.
|Hardware Replacement: The replacement of any server hardware component such as, but not limited to, hard drives, memory or processors substantially affecting the performance of the Services, after having been determined by SingleHop in its reasonable discretion to require replacement.||
Measured from SingleHop's issuance of written notice to You that the affected hardware requires replacement, after appropriate trouble shooting.
|First Response to Support Ticket: The first written response from SingleHop to a Support Ticket that You submit seeking support for the Services. Does not apply to tickets other than support tickets, e.g., sales, billing and abuse.||
Measured from the time SingleHop's system assigns Your Support Ticket a number in its system.
|Ticket Update Frequency: The written update provided to You on the status of Your previously-submitted Support Ticket. Does not apply to tickets other than support tickets, e.g., sales, billing and abuse, or to subsequent amendments, additions or changes by You to a Support Ticket.||
Measured from the time of the First Response to Support Ticket, or previous update You make to a Support Ticket, as applicable. Times below show update frequency except where previous communication to You from SingleHop states that issue resolution will take longer than the Time Guarantee for next update, or a specific amount of time, in which case You will be notified within that amount of time that the issue has been resolved.
|Escalation to Senior Staff Time: The written response You will receive from a Senior Staff member in the event SingleHop determines in its reasonable discretion that Your issue requires Senior Staff attention.||
Measured from the time You are notified in writing that Your issue is being escalated to a SingleHop Senior Staff member until You receive written communications from a Senior Staff member.
Enhanced SLA tickets are handled by Escalated Senior Staff from the start, and thus all tickets under the Enhanced SLA are considered escalated upon receipt.
|Network Uptime and Power Uptime|
|SingleHop guarantees that the Services will be available 100% of the time and, except as provided in this Agreement, in the event the Services are unavailable due to Downtime, You will be entitled to a credit or refund as set forth below. For purposes of this Agreement, the term "Uptime" refers to the amount of time the Services are available in each calendar month, measured by SingleHop's internal monitoring systems. The term "Downtime" shall refer to the amount of time the Services are unavailable due to issues with electrical power or network connectivity, as measured by SingleHop's internal monitoring systems, but shall not include unavailability of the Services caused byemergency maintenance, scheduled maintenance, system upgrades, DNS issues outside SingleHop's control, issues with FTP, POP, IMAP or SMTP customer access, acts or omissions by You or any of Your employees or agents, Your violation of SingleHop's Acceptable Use Policy, or problems with users, web browsers, DNS, or other caching that might make it appear the Services are unavailable even though other internet users can access the Services.|
|99.1% to 99.9%||5%|
|98% to 99%||10%|
|95% to 97.9%||25%|
|90% to 94.9%||50%|
|89% or below||100%|
The total amount credited to You in a particular month under this Agreement shall not exceed the total amount of fees paid by You for such month for the affected Services. Credits or refunds are exclusive of any applicable taxes charged to You or collected by SingleHop and are Your sole and exclusive remedy with respect to any failure by SingleHop to provide the Services. The provisions of the Agreement pertaining to Force Majeure are unaffected by the terms of this Service Level Agreement.
You may request an automatically generated report from SingleHop showing the status of SingleHop's compliance with the guarantees of service levels set forth in this Service Level Agreement an unlimited number of times in any calendar month by clicking on Bill of Rights Report Card inside of the SingleHop LEAP3 Web Portal.
Your eligibility to receive credit or a refund is not cumulative, but is limited to one credit or refund per incident. Merely by way of example, failure on the part of SingleHop to migrate Your data to a new server within the corresponding Time Guarantee shall not entitle You to a credit or refund for a delayed response in the same incident related to the same matter. SingleHop shall apply credits or refunds based on the predominant issue with the problem, as determined in SingleHop's reasonable discretion, and shall issue the larger of two credits should two equally important issues occur in the same incident.
Measurements of time for purposes of calculating eligibility for credit or refund under this Service Level Agreement shall be based on completed full minute (60 second) increments and not partial minutes. By way of example, any fulfillment by SingleHop of its obligation to complete a task within 10 minutes shall be considered fulfilled in a timely manner if completed within 10 minutes and 59 seconds of the event triggering the calculation of the interval.
You must accrue a minimum amount of $5.00 in credits or refund before SingleHop will make payment of any amounts due. All credits or refunds will be tracked with Your account, and once SingleHop will apply the credit or make the refund with the above-stated minimum is met.
Furthermore, credits are calculated by taking the total monthly service fee payment for the impacted services (the exact server(s), cloud instances or tickets that experienced the issue) and multiplying it by the credit percentage. To avoid any doubt, credits are never calculated for an entire account unless all services under that account were impacted.
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