Our Network/SLA

Server Hardware

We offer a 100% Network Uptime GUARANTEE.

All packages are hosted on a powerful, dedicated server and are backed with a commitment to 100% Network Uptime Guarantee. Enjoy the unrivaled reliability, speed, and functionality of Level Ten Hosting.

Our Servers are powered by Dual Xeon 2.66GHZ Hyperthreaded or faster with 4GB DDR Registered ECC RAM and dual hard disks (one main SCSI and one IDE for backup). Our servers include Raid level 5, for redundancy, and security. The server will be connected to the Internet over redundant OC48 connections provided by Level3 and MCI. Multiple top-of-the-line Cisco routers will handle the traffic.

You'd be hard pressed to find a more stable, and faster server available. All our systems are custom built to our needs and specifications.

Network Connectivity

Your web site will be hosted within our primary state-of-the-art data center. This site has fully redundant power, air-conditioning and fiber connectivity. There are T3 connections to the Internet each connecting thru OC-48 or OC-192 connections for fast and extremely reliable connectivity. It also has backup T1 connections used in case of emergency fiber cuts.

Network SLA Exclusions

Many possible situations are completely beyond the control of Level Ten Hosting, and therefore are not in the scope of this SLA. These situations include:

• Scheduled Network Maintenance - occasionally network maintenance will be required. Level Ten Hosting will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file. Scheduled maintenance periods are not eligible for SLA credits.

• Hardware Maintenance - on rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. Level Ten Hosting will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.

• Software Maintenance - an important part of managing a dedicated server is keeping the software up to date. If you choose to have Level Ten Hosting manage your server, occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.

• Malicious Attacks - if a third party not associated with Level Ten Hosting initiates a "Denial of Service" or other form of disabling attack against your Dedicated Server, Level Ten Hosting will do everything in it's power to stop the attack, but cannot guarantee a resolution time.

• CPanel Issues - if you choose to run CPanel and Web Host Manager on your Dedicated Server, the default install will be configured for automatic updates of CPanel related software. On occasion, one of these automatic updates could adversely affect all or part of the CPanel related software on you server. Level Ten Hosting will do whatever is necessary to fix any Cpanel related problems, but cannot guarantee a resolution time.

Network SLA Remedy

In the event that Level Ten Hosting does not meet this SLA, Dedicated Hosting clients will become eligible to request compensation for downtime. If Level Ten Hosting is directly responsible for causing the downtime, the customer will receive a credit for 10 times (1,000%) the actual amount of downtime. This means that if your server is unreachable for 1 hour (beyond the 0.0% allowed), you will receive 10 hours of credit. If Level Ten Hosting is not directly responsible for causing the downtime, the customer will receive a credit for 10 times (1,000%) the actual amount of downtime.

All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge

Uninterruptible power with UPS and backup generator

Every server is connected to a 3000W UPS device and our data center power is backed by a Diesel-powered generator ensuring that even during the longest power outages your web server remains online.

Security

Our server is behind a solid router and firewall network that is constantly monitored and upgraded as needed. The technical staff keep ontop of all updates, and security patches for the software on our server. The data centre where the servers reside has some of the top security available today, including retinal scans for access!

Software

Our servers are built on redhat Linux operating system using the stable and reliable Apache web server software. We have chosen cpanel as our Admin, Reseller, and Client control panel software and it has received positive reviews from almost all of our clientele.

Level Ten Hosting has operated for over seven years as a provider of high performance web hosting solutions.h page!

Level Ten Hosting has been designed to accommodate clients demanding the highest quality network performance. There is a central focus on redundancy allowing our network to rapidly self-heal failures without interruptions to connectivity.

Our redundancy is multi-tiered with N+1 internal device elements as well as entirely redundant chassis allowing any routing device to fail without interrupting client data connectivity. All core routing and switching equipment is state of the art Cisco.

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  Our Tier-1 Providers
  Tier-1 Premium Bandwidth Providers

  Providing the highest quality Internet connectivity and performance is our top priority. Fitting with this we have exclusively selected premium Tier-1 bandwidth providers, ensuring minimal latency and excellent reach ability on a global basis.

  We are proud to feature direct connectivity with MCI/UUnet, AT&T, and Savvis/Cable & Wireless. Our aggregate connectivity reaches an astounding 4,500+ networks just a single network away from our uplinks.

  
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  OC-48 Flashwave 4500
  SBC Diverse Path OC-48 Fiber

  Fiber connectivity to our facility is supplied by an SBC OC-48 diverse path fiber optic sonet ring. Featuring level 7 path diversity our sonet ring has multiple entry points into our facility as well as connectivity directly to multiple carrier offices. There is no shared physical path at any point in the entire sonet loop.

  This design allows for uninterrupted service even in the event of a fiber cut, or other direct CO equipment failure. Our optical equipment is capable of supporting multiple OC-192 connections.

  
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  Cisco GSR Routers
  Cisco GSR 12000 Border Routers

  Our network connectivity begins at our border layer which connects directly to our Tier 1 service providers as well as our network core. Our reliance on multiple devices each with internally redundant systems ensures the highest levels of reliability.

  Each Cisco GSR is capable of independently routing 60 gigabits of data at wire rate while isolating any fault risk to each independent line card. Connections to the core are derived independently enabling yet another layer of redundancy and performance load balancing.

  
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  Cisco Sup720 Core
  Cisco 6509 Sup720 Core Network

  Our fully redundant network core handles bandwidth aggregation and routing for the entire network. Each Cisco 6509 Sup720 is capable of routing up to 400 million packets per second with a total capacity of 720 gigabits per second each.

  This layer is fully redundant with each unit possessing the ability to route the entire core in the event of a device hardware or software failure. Core failure recovery is a nearly instantaneous process and is fully automated by the self-healing core elements.

  
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  Distribution To Servers
  Cisco 3550 Distribution Switches

  Final layer3 distribution to rack switches as well as VLAN segmentation is handled by Cisco Catalyst 3550 distribution switches. Each switch is capable of handling simultaneous wire rate data traffic for every port configured ensuring optimal performance and eliminating blocking potential to the core or individual rack switch.

  At the rack layer we utilize Hewlett-Packard Procurve switches to follow and further enforce VLAN segmentation protocols from the distribution layer as well as offer final customer network access.

  
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  Powerware 9315 UPS
  Datacenter Power Systems Overview

  Our power systems feature extensive fault tolerance and resilience at every layer. Incoming service is routed underground to a dedicated on-site transformer. This system routes to our transfer switch junction which also connects to our power generation facilities.

  Our primary UPS is a 300kva Powerware 9315 featuring redundant battery cabinets and a full maintenance bypass allowing for service and upgrades without interruption of power to our servers.

  Liebert Precision power distribution units handle final power transformation and distribution to racks.

  
  

  Cummins Generator

  Generator backup services are provided to our facility by a Cummins 313kVa Diesel Generator featuring over 24 hours of autonomous runtime before requiring refueling.

  Generator power is activated automatically in the event of a grid failure by the transfer switch. The intermediate load is capable of being handled for over an hour by the UPS, however this is not necessary as the generator is active and up to speed within 16 seconds of a power failure.

  
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  Datacenter Interior
  Facility General Environment

  Our facility includes over 11,000 square feet of available space. Construction is built to surpass local building area codes and seismic requirements. Industry standard hard floors are covered with vinyl tile and overhead wiring systems are utilized for enhanced cooling and a more secure cable infrastructure.

  Datacenter access is strictly limited to technical staff. Electronic security systems control datacenter access and are accompanied by a full compliment of motion detecting security cameras which are strategically placed throughout the entire facility. Furthermore our facility external walls are concrete poured to a height of twenty feet.

  
  

  Liebert 22 Ton AC Unit

  Environmental processing systems include redundant Liebert Precision 22 ton up flow air conditioning units. Temperature and humidity are precisely regulated year round to ensure optimal equipment reliability. Each unit contains independent compressors and cooling loops to further enhance fault tolerance and reliability.

  Air filtration systems actively remove foreign particulates from circulation and cycle the entire datacenter air supply in a matter of minutes.

  We are a fully managed facility, as such technical staff includes level 3 technicians on site 24 hours per day, allowing incident response times to be kept to a minimum and system integrity retained with utmost urgency. Our average support request phone call is answered within 20 seconds, with an average electronic support response time of 10 minutes.

  
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Hardware Replacement Service Level Agreement

Level Ten Hosting guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 2 hours of identifying the problem. In the event that this guarantee is not met, Level Ten Hosting will issue a credit for ten times the actual amount of additional downtime. The amount of compensation may not exceed the customer's monthly recurring charge. This guarantee does not include the time it takes to perform additional software related maintenance, including rebuilding web accounts from backups or rebuilding raid arrays.

Level Ten Hosting's cumulative average time to replace failed hardware is under 30 minutes.