Hardware Replacement Service Level Agreement
PIE guarantees that in the event of a dedicated server or VPS hardware failure, the faulty hardware will be replaced within 60 Minutes of identifying the problem. In the event that this guarantee is not met, PIE 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 requires to perform additional software related maintenance, including rebuilding web accounts from backups, cloning hard drives, reinstalling the operating system, reloading and configuring applications, or rebuilding raid arrays.

Network Uptime Service Level Agreement
PIE guarantees network uptime to be 100%. This guarantee assures that all major routing devices within our network are reachable from the global internet 100% of the time.

Network SLA Exclusions
Many possible situations are completely beyond the control of PIE, and therefore are not in the scope of this SLA. These situations include:

• Scheduled Network Maintenance - occasionally network maintenance will be required. PIE will do everything possible to minimize and avoid downtime during this maintenance. You will receive at least a 48 hour 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. PIE will do everything possible to minimize any downtime in these situations per our SLA. Any downtime incurred as a result of this maintenance will not be counted towards an SLA credit.
• Software Maintenance - an important part of managing a dedicated server is keeping the software up to date. If you choose to have PIE 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 PIE initiates a "Denial of Service" or other form of disabling attack against your Dedicated Server or major portions of our network, PIE will do everything in its power to stop the attack, but cannot guarantee a resolution time.
• Webmin Issues - if you choose to run Webmin on your Server, the default install will be configured for automatic updates of Webmin related software. On occasion, one of these automatic updates could adversely affect all or part of the Webmin related software on you server. PIE will do whatever is necessary to fix any Webmin related problems, but cannot guarantee a resolution time.
• Customer Caused Outage - PIE has no responsibility for downtime resulting from a customer's own actions or equipment failures of colocated customer's equipment.

Network SLA Remedy
In the event that PIE does not meet this SLA, clients will become eligible to request compensation for downtime. If PIE is or is not 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.

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. This SLA does not apply for any month that the customer has been in breach of PIE's Terms of Service or if the account is in default of payment or past due.

Response Time SLA
PIE's managed customers are covered by our sixty minute initial response time guarantee. That means that when you submit a trouble ticket via our NocWiz help desk system you are guaranteed a response from a Otaku Support® technician within sixty minutes. If PIE fails to respond within sixty minutes, you will be credited 10 times the amount of time exceeding our SLA commitment. That means that if your ticket goes 1 hour past our stated initial response time guarantee, your account will receive a 10 hour hosting credit. 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. This SLA does not apply for any month that the customer has been in breach of PIE Terms of Service or if the account is in default of payment or past due.

How to Report a Problem
PIE's technicians are available 24 hours a day. See our Support page for options...

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