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I Venture Circulation is committed to providing services at a standard of excellence commensurate with the best practice in the industry. Network uptime and server availability are of the highest importance. The following service levels are designed to assure our customers of ultimate performance and maximal uptime.

Hardware - I Venture Circulation Warranty Advantage ( IVC-WA )
We stand behind our computers with an "unlimited free replacement warranty" for ALL leased or rented systems, including individual parts ordered as upgrades from I Venture Circulation.

I Venture Circulation will replace, at no charges (including labor), the following components or system parts: System Enclosures or cases, CPU or Processors, Random Access Memory (RAM), System Motherboards, Controllers, Ethernet Adapters, Ethernet or Network Cards, CD-ROMs, floppy Drives, IDE or SCSI Hard Disk Drives, SCSI Adapters, Video Cards, Sound Cards, Surge Protectors and Uninterrupted Power Supplies (UPS), Network and Power Cables, System Power Supplies, System Fans.

Repair will start upon our identification of the hardware failure and will be completed within 2 hours from problem identification. If faulty hardware replacement takes more than 2 hours, customer will be refunded 3% of monthly fee per additional hour of down time (up to customer's full monthly fee).

Network
I Venture Circulation uses Cisco switches, routers, and other networking equipment. Redundant components are used to ensure uptime and minimize failure. Our network is connected through 8Mbps lines within an T-3 (45Mbps) to several backbone providers, for fast, reliable connectivity.

Network Uptime
I Venture Circulation guarantees network availability of 99.9% in a given month (43.2 minutes downtime per month), excluding scheduled maintenance. Network is considered unavailable if there is a 100% packet loss from I Venture Circulation to its backbone providers. Network infrastructure is all equipment, from the cable connected to the server's NIC to the backbone provider, and includes routers, switches and cabling. Downtime is measured past 10 minutes after notification of network failure, via the ticketing system. If the ticketing system itself is unreachable, the ticket must started by calling the NOC. I Venture Circulation personnel will determine end of downtime by a trace route to the customer's machine from outside I Venture Circulation.

Claiming Refunds
Customer is responsible for notifying the billing department for any credits due for the month within 24 hours from the time of the incidence. Customer should supply all relevant information, including ticket numbers, for refund to take place. Denial of customer claims may be appealed through the normal escalation procedure.

 

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