Patrick Hosting Service Level Agreement
At Patrick Solutions, we understand that you expect your systems to be up and running 100% of the time. Our internet products run in the same data center we offer to you. So if you’re down, we’re down. You can imagine then the high level of attention that any outage would get. You can rest assured that if there is a system outage it will be the complete focus of our staff to return the system to peak performance.
You can expect at least 99.9% uptime from our system. Over the past 5 years, we have averaged 99.997% uptime. Most years we have maintained 100% uptime.
The Internet Environment
While we make every effort to maintain 100% uptime, these are complicated systems made up of computers, networks, software and humans. Eventually, some piece of this system will fail. We have anticipated these potential failures through the design of our system. For example, our electrical system is backed up by a battery system which is backed up by a natural gas generator. Our fiber optic network utilizes multiple Ethernet loops that physically leave the building from different points, one going over the air, the other buried below the ground. Our fire suppression is state-of-the art. Our vendors are Cisco, Cummins, Liebert , APC, XO Communications and TW Telecom.
The primary method of maintaining uptime is through the implementation of redundant systems. For example, we maintain redundant routers, network connections, power sources and cooling. Data centers will vary in the amount of redundancy they maintain. Some will go so far as to have redundant, redundancy. We believe that we have struck a good balance between redundancy, system availability and cost.In the past, IT professional spoke of redundancy within the context of a single data center. This focus was what partially lead to the redundant, redundancies. However, the vast majority of system outages are caused by human error rather than system failures. Additionally, it has become clear that even really big data centers can go down. Because of this reality, many IT professionals are finding that the best way to maintain 100% uptime is to place redundant equipment in multiple data centers. By placing equipment in redundant data centers (each with less internal redundancy), the IT professional is able to create a more fault-tolerant system for a lower price.Patrick Solutions is positioned to provide an exceptional redundant data center configuration for you. With direct, redundant fiber optic connectivity between our data center and central Ohio’s leading Tier 4 data center (which is in a different county and on a different electrical grid), we are able to provide robust redundancy within our network at a truly reasonable price.
A critical part of maintaining the quality of our service is performing the necessary equipment maintenance. Despite the economic downturn, we have not skimped on our system maintenance: we continued to perform all the manufacturer-recommended maintenance on our generator, UPS and CRAC units.
Occasionally, we may need to perform scheduled maintenance that affects your service. In this event, you will be notified in advance via email. Unless the maintenance is an emergency, the maintenance will usually be performed between 1:00 AM and 2:00 AM EST. Customarily, this maintenance is so brief that you don’t even realize it happened.
In the Event of an Outage
For you, an “outage” could mean anything from a major backbone provider going down to your computer’s power supply failing. It doesn’t matter what the reason, when you’re down you want our full attention. And you’ll have it.To ensure you have access to us we have put into place the following:
- 100% Local Technical Support
- 24/7 On-Call Support
- Free Hands-On Reboots During Working Hours
- 1 Free After-Hours Reboot Per Year
- An Online Trouble-Ticketing System
- Easy access to the owner, who lives just 2 miles from the building
- The Personal Commitment of our Owner and Staff to Make Sure Your Up and Running