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Service Level Agreement

Imagine-IT.net will make every effort to provide each customer with 99.7% uptime. Imagine-IT.net has a refund policy of discounting 5% for each 1/2 hour of downtime per month. "Uptime" and "Downtime" is recorded and calculated on a monthly basis. This does not include scheduled downtime for weekly server/network maintenance (usually less than 10 minutes total and usually scheduled for Sundays, 9:00AM EST). This also does not include end-user internet connection issues or general internet congestion. Refunds and overall liability will not exceed one month's service during the month of the outage.

What Imagine-IT.net supports - the following areas are covered under the Imagine-IT.net support policy:

  • Connectivity to the Imagine-IT.net Service - talking/instructing the end-user through configuring and connecting to the Imagine-IT.net e-mail server(s) and receiving/sending e-mail
  • DNS Related Issues



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Hosting

Often you sign up for a hosting service and purchase one or three or more packages that are offered. There could be Web design packages available for you to design your own site - then you are left to fend for yourself. At Imagine IT Solutions, what you pay each month is customized specifically for your needs - and includes support for the Web site that we put together for you. You need updates on graphics, text or products that you sell? Call us, we are your Webmaster.



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Security and Reliability

The security and reliability of the Imagine-IT.net e-mail and collaboration service is our highest priority. Imagine-IT.net works hard to run a solid, hassle-free service. Many large web hosting data centers to not take into account the ramifications of platform and security updates and often make changes that force E-Commerce website owners to scrabmle to make their websites compatibale with new netwrorking and/or security platforms. Imagine-iT will always make neccessary updates to E-Commerce website to make the transition to new security and platform updates a smooth transition without any unnessary down-time.

Furthermore, at Imagine-IT, we take the security of our clients websites in highest regards. All of our E-Commerce websites that we host are PCI compliant.



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Infrastructure

Our servers our co-located at webhosting.net which is located on the 2nd floor of the NAP of the Americas

There are five Tier-1 NAP's in the United States. Only one has been designed and built from the ground up as a carrier-neutral facility offering colocation, managed services and the latest in peering network technology; only one is prepared to serve as the Internet gateway for Latin America; and only one is a premier TerreNAPSM Data Center. This is why global carriers, ISPs, other Internet-related businesses, educational institutions, and enterprises have chosen to become customers at the NAP of the Americas.

The NAP of the AmericasSM is owned and operated by Terremark Worldwide and backed by a consortium of over 100 major carriers , ISPs and other telecom companies. It is located in an area of numerous telecommunications carrier facilities, fiber loops, international cable landings and multiple power grids.

The NAP of the AmericasSM is the next-generation carrier-class facility, utilizing the most advanced networking standards in the world. The network architecture of the NAP of the AmericasSM boasts as its core, an efficient high-speed parallel cross point switch fabric. This fabric has a capacity of up to 178,000,000 packets per second of throughput. In addition, edge switches provide gigabit speed connectivity to the meshed 128 Gbps core chassis peering fabric.



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