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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

The 12 commitments that Netrouting upholds for all their products, locations and customers are exactly the same. Whether you have a server running in one of our locations and you pay on a monthly basis, or you have a server in one of our locations and you have a 3-year contract, the 12 commitments remain the same. And if we fail to meet one of these 12 commitments, you are entitled to a service credit that will be applied to your next invoice.

  • N+1 power & cooling

    N+1 power & cooling redundancy in all of our locations. A failure of a single UPS, CRAC units, transformers etc. is not supposed to affect your servers.

  • Enterprise hardware, built for 24×7

    We use only the Enterprise Grade hardware, same hardware as Data Centers around the world use. Best quality servers (Dell, HPE, Supermicro) burned in before we start to use them for our customers. No consumer grade hardware, no white box servers, no used servers in our Data Centers.

  • Hardware replacement under warranty

    For servers under warranty, a failed disk, PSU, NIC, RAM module or mother board will be replaced within the SLA defined for the affected SKU (e.g. within 1 hour during business hours and 4 hours after business hours for on-site service) - no charge for customer supplied parts for covered failures.

  • Redundant PSUs on Edge-Pro and above

    Servers of the Edge-Pro SKU and above are equipped with 2 redundant PSUs each. Both of the PSUs are connected to the A+B feeds. Therefore a PSU failure does not result in a server failure which can then be used for maintenance.

  • Redundant edge, core and ToR network

    Our network has full redundancy throughout ToR switches, core, edge routers and even BGP transit network on multiple Tier-1 carriers.

  • Dual uplinks on Edge-Pro and above

    Dual NICs for uplinks on ToRs on Edge-Pro and above servers. These can be bonded (LACP) or active/standby.

  • Always-on DDoS protection

    Edge scrubbing for all IP addressed at Edge facilities (no additional charge, no upcharge traffic cost after attack occurs). We have multi-Tbps of headroom at the edge so we are multiple times larger than any single observed attack.

  • Right to credits on SLA violation

    We guarantee a 99.997% uptime on our network. In the event that we fail to meet this SLA, we grant you service credits on a per incident basis. These are applied after you have logged the credit in the appropriate section of the contract within the specified time frame. The credit will then be applied to your next invoice. No long winded legal battle or per incident haggling.

  • 1-hour ticket guarantee, 24/7

    Assign human to investigate (phone, ticket, chat) within 1hr of receipt (24/7), and perform hardware fault triage within 30 minutes during business hours.

  • Rapid Deployment Guarantee

    For stock items, we guarantee that we will ship within one business day. If we fail to meet this commitment in full for any item, then you will receive a full refund for the associated setup fee. For custom items, we guarantee that we will meet the hand-quoted ETAs provided to you for completion of your build.

  • Industry-leading panel + automation stack

    A fully featured out of the box panel / automation stack. A full API / BMC out of band access (bmc) for full automation and remote management. Provision servers, reboot servers, mount an ISO to test software, remotely log in to watch the boot process and more – all included with no cost for 'premium-tier' upgrades. All access provided on day 1 of opening an account.

  • Transparent ToS, no surprise egress

    We promise no price increases during the term of contract and no hidden egress charges. What you read in the Terms of Service (written in plain English, not as a law suit ready contract) is what you get.

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

We connect you to the Internet using network engineers (and not order takers) and hardware and infrastructure that is built to last, so we can pick up where you left off when you need us.

  • 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 Build whatever depth or breadth your infrastructure needs and then scale as required.
  • Enhanced Security Enable 2-factor authentication and also limit by IP address from the control panel to secure 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 rely on Netrouting for bare metal, cloud, GPU servers and colocation. Easy to order servers within minutes. We also love to design custom servers for you and your business, with our experienced engineers.

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