ionstream GPU as a Service  /  GPU Bare Metal SLA

Infrastructure

We guarantee that your server hardware will be functioning 99.9% of the time in a given month, excluding scheduled maintenance. This includes being powered but does not include an outage on an individual power supply on your servers if the server is still powered and functioning through the other power supplies. Infrastructure downtime exists when a particular server is shut down due to power, heat, or hardware failure problems. We guarantee the functioning of all server hardware components and will replace any failed component at no cost. “Hardware” means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is guaranteed to be completed within four hours of problem identification.

Guarantee: Ionstream will credit your account the pro rata portion of the monthly charge for the server affected that falls short of the 99.9% uptime.

Network Uptime

We guarantee that our GPU network will be available 99.9% of the time each month, excluding scheduled maintenance. The GPU network consists of the portion of the Ionstream network that extends from the outbound port on your GPU server to the outbound port of the Ionstream data center border router where it interconnects with the upstream ISP transit provider’s equipment.

Guarantee: We will credit your account the pro rata portion of the monthly charge for network downtime that falls short of the 99.9% uptime. DDOS and performance issues such as partial packet loss that does not result in an outage are excluded.

Exclusions

• Scheduled maintenance on all equipment and operating system updates are excluded and not calculated in downtime.
• Support or issues due to applications outside of the hardware.
• Internet issues that are outside of the Ionstream network (at the point of egress to the upstream transit provider).

None of the guarantees in this SLA may be combined. For example, a hardware outage that also disrupts network activity will not qualify You for two (2) separate credits.

Credit Requests

You must initiate a support ticket and request that a credit be applied to your account. Merely initiating a support ticket related to an outage will not result in any credit to your account. Initiating a support ticket and requesting a credit is what triggers an event for any potential credits; however, Ionstream must still determine, in its sole discretion, whether or not an eligible outage has occurred. If Ionstream determines that an eligible outage has occurred, then the ticket you generated will be used to generate a credit.