Section 1: Definitions
1.1 Netmar Network
The Netmar Network is defined as the communications architecture, including routers and routing equipment, routing software, firewalls, firewall software, switches, switching software, and cabling provided by Netmar and used in the transmission of data between the client’s server and the internet.
1.2 The Internet
The Internet is herein defined as anything beyond the remote end of any and all internet connections that connect into the Netmar Network. Netmar cannot be held responsible for internet connectivity beyond the remote end of the internet connections that connect to the Netmar Network.
1.3 Base Monthly Fee
Base Monthly Fee is defined as the recurring fee assigned to the customer for the server itself without the inclusion of additional bandwidth, disk space, or other services.
In any instance which the client is required to make notification to Netmar, the Netmar ticketing system (available at https://www.netmar.com/supmenu/helpdesk.html) must be used.
1.5 Server Hardware
A client’s Server Hardware is defined as the sum of parts internal to the client’s server, including, but not limited to, motherboard, processor(s), heat sink, RAM, any fan(s), hard drive(s), power supply, network card(s), and RAID-controllers, or any such parts used to provide hosting for a customer's virtual machine.
2.1 Network Uptime
2.3 Packet Latency
3.1 Hardware Replacement
Time required to rebuild RAID arrays is not covered by the Netmar Service Level Agreement.
4.1 Notification and Identification of Downtime
4.2 Ineligibility of Scheduled Downtime
4.3 Ineligibility of Delinquent Clients
4.4 Maximum Credit
4.5 Maintenance Requested by Clients
5.1 Authoritative Version of this Document
Revision date: 2/18/2010