877.web.teks or 757.578.4923
Service Level Agreement (SLA)
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Server and Application Monitoring
Web Teks ensures the application availability and data integrity on our servers with 24x7 monitoring. We provide the world-class infrastructure necessary to maintain service to our clients. Our server monitoring detects server downtime or related hardware failure within 5 minutes, generating an emergency trouble ticket. In the event of a hardware failure, we guarantee 1 hour hardware replacement. In the event of data loss or corruption, we guarantee commencement of data restoration within 2 hours. Our application servers and databases are backed up nightly and servers are patched with the latest security updates.
In addition to server hardware monitoring, we also have application and network monitoring. Our monitoring software checks the application for responsiveness and run-time errors ensuring that any trouble with the application will be detected even when the server hardware responding normally. A trouble ticket is also generated within minutes of a problem indicated with the application. Network monitors check for latency and intrusion attempts. Fully redundant, enterprise-class routing equipment provides 99.999% network uptime (less than 24 seconds downtime per month).
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Physical Security
We operate our data centers out of Chesapeake, Virginia and San Antonio, Texas. Our data centers have been engineered to avoid any single point of failure in our connectivity, power, or HVAC. Only a handful of highly trained, level-three technicians will be allowed within close physical proximity to your servers. Access is controlled by keycards, biometric scanning and 24 hour surveillance. Uninterrupted power supplies provide all devices with conditioned power and the facility has a state-of-the-art fire suppression system.
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Network Security
Web Teks guarantees that the network will be available 99.999% of the time in a given month (no more than 24 seconds downtime per month), excluding scheduled maintenance. Network uptime includes functioning of all network infrastructure including routers, switches and cabling. Network downtime exists when a particular customer is unable to transmit and receive data and Web Teks records such failure in the Web Teks trouble ticket system. Network downtime is measured from the time the trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data.
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Hardware Guarantee
Web Teks guarantees the functioning of all server hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once Web Teks identifies the cause of the problem. Hardware replacement is guaranteed to be complete within 2 hours of problem identification. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware. This guarantee excludes the time required to rebuild a RAID array.
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Warranty
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Installation and Warranty
Web Teks provides complete development and subsequent installation of your web application on your development and production web servers. Optional website installation training can be provided, which consists of detailed review and explanation of your website or web application structure and maintenance process. Web Teks warrants that websites or web applications will operate substantially as specified in this proposal or Usability Document (where applicable) during the 90 Day Warranty period after installation and acceptance. Sites will not go live until reviewed by client in a preview directory and a Project Acceptance and Delivery form along with final payment has been received.
Web Teks will responsively resolve issues reported during the warranty period. Additionally, Web Teks warrants that any functionality issues arising from industry accepted technology advances will be resolved promptly and at no charge for a period of 180 days from the date of installation and acceptance. You may also plan for Web Teks to provide various levels of support after your installation including, but not limited to, our VIP Maintenance Program.
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