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The Netrouting Guarantee

The customer bill of rights

Twelve standing commitments — the same set, every product, every location. We have spent 18 years building infrastructure for operators who can't afford weasel-words; this page is the public, plain-language version of that promise — the same commitments apply whether you signed a contract or buy month-to-month from the customer panel.

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AS6206 · EST. 2007 · 12 commitments · m2m or contract

The Netrouting Guarantee

Your customer bill of rights

Twelve standing commitments — the same set, every product, every location, every customer, whether you signed a contract or paid for a server month-to-month. Miss one and you have the right to a service credit applied to your next invoice.

  • N+1 power & cooling

    Every facility we operate runs on at least N+1 redundant power feeds and cooling loops. A failed UPS, a failed CRAC, a transformer event — none of those should reach your servers.

  • Enterprise hardware, built for 24×7

    We only use enterprise-grade server hardware — Dell, HPE, Supermicro — selected and burned-in for round-the-clock operation. No consumer-tier components, no white-box gambles, no secondhand inventory.

  • Hardware replacement under warranty

    A failed disk, PSU, NIC, RAM module or motherboard is replaced under warranty within the SLA window of the affected SKU — typically one hour during business hours and four hours overnight, on-site at our facilities. No customer-billable parts on covered failures.

  • Redundant PSUs on Edge-Pro and above

    Edge-Pro SKUs and every tier above ship with dual power supplies wired to A+B feeds by default. A single PSU failure never takes a server offline.

  • Redundant edge, core and ToR network

    Our network is fully redundant from the ToR up — dual ToRs per cabinet, redundant cores, redundant edge routers, and BGP transit diversity across multiple Tier-1 carriers.

  • Dual uplinks on Edge-Pro and above

    Edge-Pro SKUs and above ship with dual NIC uplinks to redundant ToRs by default — bonded LACP or active/standby, your choice — so a switch failure or maintenance window never takes a host offline.

  • Always-on DDoS protection

    Edge scrubbing on every IP we route, no upcharge, no traffic-cost surprise after an attack. Multi-Tbps headroom across our edge stays multiples ahead of any single attack we have observed.

  • Right to credits on SLA violation

    Network uptime is contractually guaranteed at 99.997%. If we miss the target, you have the right to a service credit — open a ticket within the credit window stated in the contract and we apply it to your next invoice. No legal back-and-forth, no per-incident haggling.

  • 1-hour ticket guarantee, 24/7

    Every support ticket gets a human response within one hour, around the clock — phone, ticket, or chat. Hardware-fault triage within 30 minutes during business hours.

  • Rapid Deployment Guarantee

    Every order ships by the next business day on stocked SKUs, or we refund the setup fee in full. Custom builds: hand-quoted ETAs in writing, hit or beat them.

  • Industry-leading panel + automation stack

    Customer panel, REST API, and BMC out-of-band access on every account from day one. Provision, reboot, mount ISOs, watch boot remotely — without paying premium-tier upgrade pricing.

  • Transparent ToS, no surprise egress

    No clawbacks, no hidden egress meters, no auto-upgrades on renewal. The price you sign for is the price you pay for the contract term — and our ToS is published in plain language, not buried legalese.

How credits work

Rights to credits on SLA violation

If we miss a stated SLA target — network uptime, hardware-replacement window, ticket response — you have the right to a service credit. The exact percentage and credit window are stated in your service contract; the workflow is the same on every plan:

  • Open a ticket from the customer portal referencing the incident.
  • Our NoC validates the timeline against monitoring and replies with the credit calculation, typically within one business day.
  • The credit posts to your next invoice automatically once approved — no separate claim form, no re-litigating each incident.
  • Disputes get escalated to commercial; we’d rather over-credit than waste an hour arguing.

Hardware replacement

Covered failure → covered replacement

Disks, PSUs, NICs, RAM modules and motherboards in our supplied hardware are replaced under warranty when they fail in normal operation. Customer-provided hardware in colocation gets remote-hands rates and the same on-site response, but parts come from your spares pool.

  • Triage within 30 minutes during business hours, 1 hour overnight.
  • Like-for-like replacement on stocked spares; we keep enterprise-grade swap stock on-site at every facility.
  • RAID rebuilds and software repair are covered remote-hands.
  • Customer-induced damage, end-of-life hardware out of vendor warranty, and consumables (battery cells past 5 years) are not covered — clearly called out in your service agreement.

Enterprise hardware policy

Built for 24×7, not built down to a price

We only deploy enterprise-grade server hardware — Dell PowerEdge, HPE ProLiant, Supermicro SuperServer — selected for the SKU’s official 24×7 duty cycle and burned-in for at least 48 hours of synthetic load before it is put in front of a customer. There is no white-box ladder, no consumer-tier shortcut, and no secondhand inventory. Storage media is enterprise NVMe / SAS / SATA from Samsung, Micron, Kioxia, Seagate and WD, picked for endurance class — not desktop SSD with a server label slapped on.

The same standard applies to network hardware: Juniper, Nokia and Fortinet at the core and edge, Mellanox and Arista at the ToR. Every part has a vendor service agreement and a written replacement window so the SLA above means something concrete.

What is not covered

In writing, in plain language

We list the carve-outs in plain language so there are no surprises:

  • Force-majeure events (large regional power events, natural disasters, government action) per the standard ToS clauses.
  • Customer-induced outages (mis-configuration, traffic above committed bandwidth, locked-out admin credentials).
  • End-of-life hardware that the vendor no longer supports — we surface EoL dates in the customer portal so you can plan migrations.
  • Third-party software inside customer-managed servers (cPanel, DirectAdmin, SolusVM, Proxmox) is supported on a best-effort, second-line basis; vendor support agreements are available on request.

Want your service agreement?

Get the SLA terms in writing

A real engineer will walk through the network SLA, the hardware-replacement window, and the credit policy line-by-line for the SKUs you're considering. No legalese homework on your side.

  • Reviewed by a real engineer
  • 1-hour ticket guarantee, 24/7
  • No obligation, no auto-enrolment

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Built for production

Why teams stay with Netrouting

Network engineers, not order takers. Hardware that lasts, support that picks up, infrastructure you can grow into.

  • Expert-Level Support Our staff is available 24 hours a day, 7 days a week to handle network administration and systems management issues as they occur.
  • Scalable Solutions You can build whatever level of depth or brevity you require of your network and compute infrastructure and then expand as necessary to meet future needs.
  • Enhanced Security Enable 2-factor authentication and restrict by IP address from the control panel to protect your account.
  • Cost-Efficient Infrastructure You will always receive the best value from your investment as you will be optimized for budget without any compromise on Quality.

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Ready to deploy?

200+ teams trust Netrouting for bare metal, cloud, GPU and colocation. Configure a server in minutes — or talk to an engineer for custom builds.

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