Service Level Agreement
30 DAY MONEY BACK GUARANTEE
99.99% NETWORK UPTIME
| Uptime Percentage | Credit Received |
|---|---|
| 99.99% to 100% | 0% of Monthly Fee |
| 99.9% to 99.98% | 5% of Monthly Fee |
| 99% to 99.8% | 10% of Monthly Fee |
| 98% to 98.9% | 25% of Monthly Fee |
| 97% to 97.9% | 50% of Monthly Fee |
| 96% and below | 100% of Monthly Fee |
It is very rare for us to fall below our 99.99% uptime guarantee. However, just in case, rest assured that we promise to fulfill our agreement should anything happen. Our SLA does not cover downtime related to scheduled maintenance, software updates, and security updates.
In order to receive your credit, you must open up a support ticket by visiting our Support Center and submitting a ticket to our Billing Department. We apply credit to your proceeding month’s invoice for the confirmed downtime.
24/7 TECHNICAL SUPPORT
| Response Time | Credit Received |
|---|---|
| 0 to 45 minutes | 0% of Monthly Fee |
| 45 to 60 minutes | 5% of Monthly Fee |
| 60 to 120 minutes | 10% of Monthly Fee |
| 120 to 240 minutes | 25% of Monthly Fee |
| 240 to 360 minutes | 50% of Monthly Fee |
| Over 360 minutes | 100% of Monthly Fee |
2 HOUR HARDWARE REPLACEMENT GUARANTEE
TERMS
All SLA claims must be filed by opening a helpdesk ticket through our client portal within 7 days of the incident. The helpdesk ticket must include all relevant information including server name or domain name, IP address (vps or dedicated customers), full description of the incident and any logs (if applicable). All SLA credits will be issued as service credits against future invoices.
Network downtime is measured from the time the network is 100% unreachable until connectivity has been restored. Any scheduled downtime or network maintenance will not apply towards this downtime calculation. The 99.99% Network Uptime guarantee does not apply to any software or services running on a client’s server, nor to any hardware within a client’s server.
The 2 Hour Hardware Replacement Guarantee does not apply to replacing a failed disk drive that is in RAID so long as the other RAID disk(s) are functioning properly. The guarantee also does not apply to any time required to rebuild a RAID disk array or the time required to restore or reload any software or data to the affected server.
Clients currently in arrears for services do not qualify for SLA claims. Clients participating in malicious or aggressive activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.
