For many years, we’ve provided a Service Level Agreement with 99.995% availability guaranteed. This equates to less than 26 minutes of downtime annually, or less than 2 minutes and 11 seconds monthly. We’ve consistently achieved and exceeded this promise to our customers year after year, but wanted to take this commitment up a notch…
We’re excited to announce that we increased our Service Level Agreement to a 99.999% uptime guarantee, equating to less than 5 minutes of service downtime annually, or less than 26 seconds monthly!
What is a Service Level Agreement (SLA)
SLAs make use of the knowledge of enterprise capacity demands, peak periods, and standard usage baselines to compose the enforceable and measurable outsourcing agreement between vendor and client. As such, an effective SLA will reflect goals for greater performance and capacity; productivity; flexibility and availability; and standardization.
At the same time, an SLA should set the stage for meeting or surpassing business and technology service levels, while identifying any gaps currently being experienced in the achievement of service levels.
SLAs capture the business objectives and define how success will be measured, and are ideally structured to evolve with the customer’s foreseeable needs. The right approach to SLAs result in agreements that are distinguished by clear, simple language, a tight focus on business objectives, and ones that consider the dynamic nature of business to ensure evolving needs will be met.
How we do it
Multiple data centers provide redundancy by using redundant components, systems, subsystems, or facilities to counter inevitable failures or disruptions. Our servers operate in a virtualized environment, each utilizing multiple power supplies and redundant storage-arrays. Our firewalls and load-balancing appliances are configured in pairs, leveraging proven high-availability protocols, allowing for instantaneous fail-over.
Compliance is an important benefit of professional data centers. In today’s business climate, data often falls under government or industry protection and retention regulations such as SSAE 16 standards, the Health Insurance Portability and Accountability Act, and the Payment Card Industry Data Security Standard. Compliance is challenging without dedicated staff and resources. With the third party data center model, you can take advantage of the data center’s existing compliance and audit capabilities without having to invest in technology, dedicated staff, or training.
Data security & management
We’ve invested in “bank grade” security. Several of our data centers are guarded by five layers of security, including retinal scanners. All systems are constantly monitored and actively managed by our data center providers — both from a data security and a performance perspective. In addition, we operate our own in-house alerting and monitoring suites.
Geographic load balancing
Another key factor for ensuring uptime has to do with geographic load balancing and fail-over design. Geographic load balancing involves directing web traffic to different servers or data centers based on users’ geographic locations. This can optimize performance, allow for the delivery of custom content to users in a specific region, or provide additional fail-over capabilities.
Ensuring a high level of uptime comes down to: redundancy and resiliency, compliance, geographic load balancing, great data security, and 24/7 monitoring. All of these factors are equally important and contribute to our 99.999% uptime results — guaranteed!