Data Center

Located at the San Diego Technology Center, the state-of-the-art facility features direct fibre optic connectivity to eight major Internet backbones, including AT&T, Time Warner, Level 3, MCI, XO Communications, SBC, Williams and ICG; uninterruptible power from multiple UPS systems and a diesel generator; 24-hour surveillance; and a sophisticated climate-control system for an ideal hosting environment.

Server Hardware Replacement
Nelios.com guarantees that all Server Hardware will function properly for the lifetime of the server. We will replace any failed component at zero cost to the Customer within one (1) hour of receipt of the Customer’s service ticket and identification of the problem. The following computer hardware is considered "Server Hardware": Processor(s), RAM, hard disk(s), motherboard, NIC card, Power Supply. The Customer will receive 5% off the monthly bill for every hour following the first hour that the server is not functioning due to hardware failure. See Remedies section below.

Power and HVAC Availability
We guarantee that our power and HVAC systems will be available 100% of the time in a given month, excluding Maintenance, as defined below. If these systems do not function properly the Customer is entitled to a Facilities Failure refund. “Facilities Failure” occurs when: (a) Nelios.com power or HVAC systems are not available (b) Customer submits a Nelios.com trouble ticket detailing the unavailability of the Nelios.com power c) HVAC systems resulting in Customer downtime.

99.99% Network Uptime
We guarantee that the Nelios.com network will be in function and available 99.99% of the time, excluding Maintenance. If that is not the case, the Customer is entitled to a Network Downtime refund. “Network Downtime” occurs when there is an inability to send and/or receive data due to a failure of network equipment managed and owned by Nelios.com.

All systems inside the data centre are monitored 24/7/365 by more than 50 support engineers at Network Operations Centre (NOC). The NOC resembles the NASA command centre with four giant screens (eight feet by six feet) displaying the status of the network and allowing the staff to take immediate action and provide critical real-time information to customers.