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.
AS6206 · EST. 2007 · 12 commitments · m2m or contract
$ netr guarantee show
network-sla 99.997%
ticket-sla 1 hour, 24/7
hardware enterprise-grade, 24x7 burned-in
ddos always-on, no upcharge
egress no surprise meters
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.
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
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 SupportOur staff is available 24 hours a day, 7 days a week to handle network administration and systems management issues as they occur.
Scalable SolutionsYou 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 SecurityEnable 2-factor authentication and restrict by IP address from the control panel to protect your account.
Cost-Efficient InfrastructureYou will always receive the best value from your investment as you will be optimized for budget without any compromise on Quality.
