Quality guarantee in OVH

Quality of connection guarantee

OVH guarantees the quality of connection and the accessibility of 99.9%, that means that total downtime should not exceed 43 minutes and 12 seconds a month. In case of a breach of this conditon , OVH will pay compensation of 2.5% of monthly cost of a service for every 60 minutes of server inaccessibility (a total sum of compensation cannot exceed the monthly cost of a service).

Quality of hardware guarantee

If your server is not accessible following a hardware failure, OVH undertakes to change the defective parts in less than 4 hours on Superplan 2007, EG and MG; in less than 2 hours on the HG ranges.

It is possible thanks to the procedure:

• Your server is monitored 24/7 - we check that it replies to ping's.
  The moment it fails to respond to our ping's, our technical team intervenes. And you receive an email with an exact date and hour of the defect.
  The intervention is cancelled when the server starts to respond again. The email is sent to you stating that the intervention was cancelled.
• If the malfunction endures, our technician will solve the problem and send you an email stating when the service was started.
  Intervention comprises of two stages:
  - Stating the source of problem (hardware or software);
  - Solution of the problem.
• In case of hardware problems, the faulty part is replaced.
  We can replace power supply, a hard disk, RAM or the whole server is substituted.
• In case of software problems, in result of configuration changes, the server will be start up in 'rescue' mode. It will enable you to log in and solve the problem.
  You do not need to wait for our intervention to start up the server in 'rescue' mode. You can do it yourself via Manager.
  The moment you switch on the 'rescue' mode, the defect won't be registered and intervention won't be conducted by our technicians.
  An appropriate email will be sent to you.
  If you would like us to intervene, contact us to schedule it in advance. It will be conducted during office hours and a report about intervention and a price estimate.

Note: OVH does not create copies of your data or do a system re-installation in your database. In case of a hard disk malfunction, it is substituted with a new one and access codes are sent to your email address. It may take all up to two hours.
You need to recover your data from a backup and install necessary software on the new disk.
If you have a server with RAID-1 disks, the recovery of data is automatic. It may happen that the breakdown will affect both disks that is why often backups are suggested e.g. using FTP backup system.