Chi Networks

THE CHI NETWORKS ULTIMATE SLA^TM

Our SLA may be the most comprehensive in the our industry. It spells out the high standards of our signature Ultimate Managed Services^TM product. And its unmatched 1,000% credit guarantee demonstrates our commitment to excellence.

UPTIME	NETWORK UPTIME	100%
	POWER UPTIME	100%
	SAN STORAGE UPTIME	100%
	DIRECT ATTACHED STORAGE UPTIME	99.9%
	BLOCK STORAGE UPTIME	99.9%

SUPPORT	HELP DESK PHONE CALL RESPONSE All calls answered within seconds by a live technician – within No operators. No hold times. No automation.	60 seconds
FIRST RESPONSE TO SUPPORT TICKET	1 hour

SUPPORT

HELP DESK PHONE CALL RESPONSE

All calls answered within seconds by a live technician – within

No operators. No hold times. No automation.

60

seconds

FIRST RESPONSE TO SUPPORT TICKET

1

hour

DEPLOYMENT	DEDICATED SERVER DEPLOYMENT	3 hours
CLOUD SERVER DEPLOYMENT	5 minutes

DEPLOYMENT

DEDICATED SERVER DEPLOYMENT

3

hours

CLOUD SERVER DEPLOYMENT

5

minutes

HELP DESK	PRIORITY 1 CRITICAL System down or many of parties affected	1. Open multiparty bridge communications to determine exact nature, impact and possible solutions to reported issue	Immediate
		2. Escalate to senior staff within	1 hour
		3. Make real time updates to Customer from senior staff until issue is resolved	Continuous
	PRIORITY 2 NON-CRITICAL Few people substantially affected or system not functionally impaired	Expect response within	4 hours
	PRIORITY 3 SCHEDULED REQUESTS As scheduled with Customer	For work orders based on schedules requested by Customer or recommended by us. Expect responses	On Time

ESCALATION PATH
PRIORITY 1 CRITICAL ISSUES Escalated when technician taking the call has not been trained to resolve the issue, within	30 minutes
PRIORITY 2 NON-CRITICAL ISSUES Escalated within	12 hours
PRIORITY 3 SCHEDULED MAINTENANCE As scheduled with Customer. Expect response	On Time
ESCALATION MATRIX Full matrix agreed on at signing of contract	As Agreed

ESCALATION PATH

PRIORITY 1

CRITICAL ISSUES

Escalated when technician taking the call has not been trained to resolve the issue, within

30

minutes

PRIORITY 2

NON-CRITICAL ISSUES

Escalated within

12

hours

PRIORITY 3

SCHEDULED MAINTENANCE

As scheduled with Customer. Expect response

On Time

ESCALATION MATRIX

Full matrix agreed on at signing of contract

As Agreed

DISASTER RECOVERY	BACKUP RECOVERY	Commencement of onsite data restores, within	30 minutes
		Completion of direct attached data restore after commencement, depending on data size	30 minutes
		Completion of SAN based data restore after commencement	30 minutes
	RECOVERY POINT OBJECTIVES	Standard backups	24 hours
		Standard backup retention periods, as high as	7 YEARS
		SAN snapshots, as low as	1 minute
	RECOVERY TIME OBJECTIVES	High availability single site, depending on service, as low as	5 seconds
	RECOVERY TIME OBJECTIVES	Multi-site failures, depending on service	3 minutes

PROACTIVE SUPPORT	NOC MONITORING Proactive detection and resolution of issues, whether or not you call us about them	24x7x365
PATCH MANAGEMENT Scheduled and requires no request from Customer	Monthly
PATCHES OF ZERO DAY VULNERABILITIES Made from time we detect them, within	8 hours
HARDWARE REPLACEMENT TIME Failed hardware replaced with spares stored in inventory as part of our service package.	3 hours

PROACTIVE SUPPORT

NOC MONITORING

Proactive detection and resolution of issues, whether or not you call us about them

24x7x365

PATCH MANAGEMENT

Scheduled and requires no request from Customer

Monthly

PATCHES OF ZERO DAY VULNERABILITIES

Made from time we detect them, within

8

hours

HARDWARE REPLACEMENT TIME

Failed hardware replaced with spares stored in inventory as part of our service package.

3

hours

GUARANTEE	ULTIMATE SLA GUARANTEE™ You receive a credit of 10 FREE MINUTES for every MINUTE of system downtime on your end for which we are responsible. That’s a restitution of 1,000%.	1,000%

GUARANTEE

ULTIMATE SLA GUARANTEE™

You receive a credit of 10 FREE MINUTES for every MINUTE of system downtime on your end for which we are responsible. That’s a restitution of 1,000%.

1,000%

Have Questions? Ready to Sign Up?
Call Us at 877-756-1500

THE CHI NETWORKS ULTIMATE SLATM

NETWORK UPTIME

100%

POWER UPTIME

100%

SAN STORAGE UPTIME

100%

DIRECT ATTACHED STORAGE UPTIME

99.9%

BLOCK STORAGE UPTIME

99.9%

HELP DESK PHONE CALL RESPONSE

60

FIRST RESPONSE TO SUPPORT TICKET

1

DEDICATED SERVER DEPLOYMENT

3

CLOUD SERVER DEPLOYMENT