Service Level Agreement

Public Network SLA

Database by Design, LLC guarantees 99.965% public network availability. If Customer experiences public network unavailability for more than 15 consecutive minutes in any calendar month, Customer will receive, at Customer’s request, one (1) day Service Credit for each 15 minutes of public network unavailability. Customer may obtain no more than one (1) month Service Credit in any given calendar month.


Private Network SLA

Database by Design, LLC guarantees 99.9% private network availability. If Customer experiences private network unavailability for more than 45 consecutive minutes in any calendar month, Customer will receive, at Customer’s request, one (1) day Service Credit for each 45 minutes of private network unavailability. Customer may obtain no more than one (1) month Service Credit in any given calendar month.


Infrastructure SLA

Database by Design, LLC guarantees 99.9% infrastructure availability. If Customer experiences infrastructure unavailability for more than 45 consecutive minutes in any calendar month, Customer will receive, at Customer’s request, one (1) day Service Credit for each 45 minutes of infrastructure unavailability. Customer may obtain no more than one (1) month Service Credit in any given calendar month. Infrastructure constitutes the necessary resources to properly operate any given server.  Infrastructure availability includes power delivery (PDU's, UPS's & Generators), cooling systems and facilities.


Hardware Replacement SLA

Database by Design, LLC guarantees 2-hour hardware replacement in the event of a hardware failure. If Customer experiences unavailability for more than 2 consecutive hours in any calendar month due to a hardware failure, Customer will receive, at Customer’s request, one (1) day Service Credit for each 2 hours of unavailability. Customer may obtain no more than one (1) month Service Credit in any given calendar month. Hardware Replacement SLA does not cover time that may be required to reconfigure or reload software and/or operating systems.


Notification SLA (Public/Private Network Outage)

Database by Design, LLC will provide a "best-effort" response to notify Customer of a network outage within 30 minutes of incident.


Notification SLA (Scheduled Maintenance)

Database by Design, LLC will provide a "best-effort" response to notify Customer of any scheduled maintenance 3-days prior to maintenance being performed.

Premium Network

  • All Cisco Network; Edge, Core and Distribution Layers.
  • Line Rate Non-Oversubscribed Distribution Layer.
  • Redundant Bonded 10GE Uplinks.
  • Fully Redundant, Multi-Homed BGP Peering From Tier1 ISP's.
  • Massive Burst Capacity On All Transit Links Provides Excellent Network Stability Under Large DDoS Attacks.

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(866) 488-7770