Hardware Availability Guarantee Scope: Cybercon's Hardware
Availability Guarantee is to have the hardware rented to customers working at all time. If any server part fails, we will
guarantee to replace it within one hour.
Hardware Availability Guarantee Process:
Customer shall submit the
SLA
credit request at https://smc.cybercon.com within 12 hours of the
hardware failure. A case number will be issue to the customer automatically.
Hardware failure will not
include Scheduled Maintenance and Upgrade, or any failure resulting from (a)
any Customer circuits or equipment, (b) Customer's applications or
equipment, (c) acts or omissions of Customer, or any use or user of the
service authorized by Customer or (d) reasons of Force Majeure (as defined
in Cybercon Master Service Agreement).
Hardware Availability Guarantee Remedy:
All failed hardware will be replaced free of labor and parts charges
if the hardware is rented from Cybercon.
For each cumulative hour of
Hardware failure in any calendar month, at Customer's
request Customer's account shall be credited for the pro-rated charges for
one day of the Cybercon Hardware Rental Fee for the service with
respect
to which a Hardware Availability Guarantee has not been met.
In any calendar month, customer's aggregated credits may not exceed one
month's Hardware Rental Charge for the covered service.
Customer Data: It is customer's responsibility to backup its own data.
Cybercon shall have no responsibility for loss of any of Customer's data.
