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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 5 minutes. 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.
Subject to the terms and conditions of the Master Services Agreement (the “MSA”) between the Parties to which this Service Level Agreement is attached, SingleHop will provide Customer with a level of service consistent with the principles expressed in this Service Level Agreement. To the extent that SingleHop does not provide the Services at the levels set forth in this Service Level Agreement, and Customer is in compliance with all terms and conditions of the Master Services Agreement (including the Acceptable Use Policy), SingleHop will credit Customer’s account in an amount as provided in this SLA, reflecting percentages of the monthly fees Customer pays to SingleHop for the affected Services (each an “SLA Credit”).
“Core Networking Equipment” will mean equipment owned and maintained by SingleHop including but not limited to switches and routers, as well as any customer equipment which customer has specifically contracted with SingleHop to manage.
“Custom Order” is an order for Services that requests customization to specifications outside the scope of a Standard Order. Such customization includes, but is not limited to: changes to physical hardware, including upgrades and downgrades, installation of custom software, requests for specific version of operating systems, firewall setup and installation, setup and installation of load balancing, custom network configurations, dedicated switches, any custom managed solution, compliance and others. Notwithstanding anything to the contrary in this MSA, the definition of “Custom Order” also applies to any order that is large enough or complex enough to require, in SingleHop’s sole discretion, a dedicated project manager to be assigned to it.
“Downtime” is defined as failure of Core Networking Equipment, that directly results in network packet loss of 3.00% or greater, measured from the top of rack switch to the edge routers, and such failure being verifiable by SingleHop from its monitoring system and from three distinct and diverse monitoring locations around the world. However, the definition of “Downtime” does not include any of the following:
“Emergency Maintenance” are those instances in which SingleHop or its Third Party service providers: (a) identify situations which, in SingleHop’s reasonable discretion, have threatened or may threaten the integrity of the Services, and (b) take reasonably necessary measures to prevent the situation from progressing into a Downtime event, or to otherwise resolve the situation. Notwithstanding anything to the contrary in this agreement, SingleHop will attempt to provide prompt notice, as reasonable in the circumstances for Emergency Maintenance.
“Outage End Time” is the time at which SingleHop restores the Services to be back online and accessible, as measured by SingleHop’s monitoring systems.
“Outage Start Time” is the time at which SingleHop’s internal monitoring system shows the Services are experiencing Downtime (as defined in this SLA.)
“Scheduled Maintenance” is that amount of time in which SingleHop or its Third Party service providers: (a) perform updates and upgrades, enhancements and routine maintenance activities that are announced through the Status Website or LEAP Portal upon at least 24 hours advance notice, and (b) perform Emergency Maintenance, upon reasonable notice in the circumstances provided through the Status Website or LEAP Portal.
“Standard Order” is an order for Services that SingleHop makes readily available on its website and can be ordered online using an online order form, and do not require any form of physical customization by SingleHop in order to deploy.
“Status Website” is defined as the website found at http://ot.singlehop.com where SingleHop will post routine updates about its service, real time network performance and other information relevant to the Services.
“Time Guarantee” refers to the amount of time guaranteed by SingleHop for particular resolution as set forth in the relevant charts below.
“Uptime” refers to all time during the term of the Agreement except Downtime. Uptime will be calculated in reference to the number of minutes in each calendar month, measured by SingleHop’s internal monitoring systems. For the purpose of the SLA, outages are measured in full minutes and will be rounded, as appropriate, up or down to the nearest full minute (i.e., for portions of minutes less than or equal to thirty seconds, the minute measurement will be rounded down, and for portions of minutes greater than or equal to thirty one seconds, the minute measurement will be rounded up).
This Service Level Agreement has two sections pertaining to the initial deployment of Services, depending on the nature of the Services deployed. To the extent SingleHop does not deploy servers or virtual machines within the applicable Time Guarantee, Customer will be eligible to receive the SLA Credit as set forth below:
Deployment of Standard Services.
For Standard Orders that do not include any custom network or firewall requirements, the following provisions will apply:
|Server Deployment: The process of fulfilling Customer’s order, properly placed, for one or more dedicated servers, by installing and configuring the appropriate equipment and making it reasonably available for use.||
|Virtual Machine (VM) Deployment : The process of fulfilling Customer’s 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 reasonably available for use.||
Deployment of Customized Services.
For Custom Orders, including custom hardware configurations, hardware upgrades, complex configurations, and the like, SingleHop will work with Customer to deploy the Services on a best effort basis based on jointly-‐agreed timelines. SingleHop may provide an estimated timeframe for the deployment of Services under a Custom Order. Customer acknowledges and agrees that any such estimate timeframe is merely an estimate provided for Customer’s convenience and is not a guaranteed timeframe for deployment.
This section of the Service Level Agreement has two tiers pertaining to response: Regular SLA and Enhanced SLA. SingleHop’s obligation to provide Customer with SLA Credit will be based on Customer’s tier assignment, which is determined by the level of service mutually agreed upon in an applicable Attachment. Unless provided otherwise in this SLA or an applicable Attachment, SingleHop will provide response services under the Regular SLA set forth in the chart below. To the extent SingleHop does not provide the response within the applicable Time Guarantee, Customer will be eligible to receive the SLA Credit as set forth below.
Regular SLA Time Guarantee
Enhanced SLA Time Guarantee
|Standard 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. Timeframes under this portion of the SLA do not pertain to Custom Orders.||
|First Response to Support Ticket: The first written response from SingleHop to a Support Ticket that Customer submits seeking support for the Services. Does not apply to tickets other than support tickets, e.g., sales, billing and abuse.||
|Ticket Update Frequency: The written update provided to Customer on the status of Customer’s 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 Customer to a Support Ticket.||
|Escalation to Senior Staff Time: The written response Customer will receive from a Senior Staff member in the event SingleHop determines in its reasonable discretion that Customer’s issue requires senior staff attention.||
|Network and Power Uptime|
|SingleHop guarantees 100% network Uptime and 100% power Uptime for each month during the term of the Agreement. Subject to the terms and conditions of this SLA, SingleHop will provide to Customer an SLA Credit as set forth on the applicable row of the chart below. For the purpose of calculating Downtime, all times will be rounded, as appropriate, up or down to the nearest full minute (i.e., for portions of minutes less than thirty seconds, the minute measurement will be rounded down, and for portions of minutes greater than thirty seconds, the minute measurement will be rounded up).|
Uptime is calculated by dividing the number of minutes of network and power related Downtime, as calculated above, and dividing into it the total number of minutes in the calendar month and then subtracting the product from 100%.
Requesting SLA Credits.
SingleHop will have no obligation to issue any SLA Credit unless requested to do so by Customer
pursuant to the terms and conditions of this SLA. Customer must submit all requests for SLA Credit using the functionality of the LEAP
Portal for making such reports, and must provide all information reasonably requested by SingleHop, whether requested via the LEAP
Portal functionality or otherwise. Customer must submit a complete and valid request for SLA Credit no later than seven days following
the event giving rise to the claimed SLA Credit.
Limits on SLA Credit.
The SLA Credits to Customer in a particular month under this SLA will not exceed the total amount of
Fees paid by Customer for such month for the affected Services. To be eligible for any SLA Credits, Customer must not be in default of any
provision of the MSA, including but not limited to the payment of Fees. Credits are available only toward future payment of Fees and will
not be applied to past due balances. SLA Credits will not be applied to any applicable taxes charged to Customer or collected by
SingleHop and are Customer’s sole and exclusive remedy with respect to any failure by SingleHop to provide the Services. SLA Credit will
be calculated in relation to any portion of the Fees allocable to the payment of software licensing or other fees payable by SingleHop to
any Third Party, such fees being due from Customer notwithstanding any instance that would give rise to SLA Credit under this SLA.
SLA Credits to Hourly Billed Accounts
For the purpose of calculating an SLA credit for an account where billing is performed
in arrears, Customer will receive credit after the billing cycle has been completed in order to allow SingleHop to calculate the SLA credit.
Additional Documentation and Limitations.
SingleHop may require, in its sole discretion, and as a condition for the issuance of
SLA Credits, that Customer provide documentation that reasonably supports and demonstrates all actual losses sustained by Customer
due to a violation by SingleHop of this SLA. Customer agrees that in the event its actual direct losses do not exceed the value of SLA
Credits to which Customer may be entitled under this Agreement, SingleHop may, at its option, provide credit to Customer in the amount
of Customer’s actual direct losses caused by violation of this SLA.
Eligibility Not Cumulative.
Customer’s eligibility to receive credit or a refund is not cumulative, but is limited to one credit or
refund per incident. By way of example, failure on the part of SingleHop to migrate Customer’s data to a new server within the
corresponding Time Guarantee will not entitle Customer to a credit or refund for a delayed response in the same incident related to the
same matter. SingleHop will apply credits or refunds based on the predominant issue with the problem, as determined in SingleHop’s
reasonable discretion, and will issue the larger of two credits should two equally important issues occur in the same incident.
Obtaining SLA Status Information.
Customer 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 SLA at any time by clicking on Bill of Rights Report
Card inside of the LEAP Portal.
Measurements of time for purposes of calculating eligibility for credit or refund under this Service Level
Agreement will be based on completed full minute (60 second) increments not partial minutes, by taking the Outage End Time and
subtracting from it the Outage Start Time. By way of example, any fulfillment by SingleHop of its obligation to complete a task within 10
minutes will be considered fulfilled in a timely manner if completed within 10 minutes and 59 seconds of the event triggering the
calculation of the interval.
Customer must accrue a minimum amount of $5.00 in SLA Credits before SingleHop will apply any such
credit. All SLA Credits will be tracked with Customer’s account, and SingleHop will apply the credit when the above-‐stated minimum is
met. No SLA Credits will be applied to any terminated Customer account.
Customer’s maximum combined credits for any calendar month for any Affected Services shall not exceed
the total amount that Customer was charged for those affected Services during that calendar month.
Affected Services Only.
SLA Credits are calculated only for the impacted portion of the Services (the exact server(s), cloud
instances or tickets that experienced the issue. Credits are never calculated against the fees for an entire account unless all portions of
the Services under that account were impacted.
Credit Issue Date.
SingleHop shall issue any SLA Credits due by the last day of the calendar month during which the outage
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