To be eligible for this SLA, your account must be in good standing. All requests for credit or refunds should must fulfill these requirements:
- Request must be submitted using the ticket system.
- Request must be submitted within 7 days of the issue in question
- Your request must include a ticket number to reference that shows the issue being reported and acknowledged.
Network Guarantee
We guarantee that the network will be available 100% of the time in a given
month (this does not include functionality of software/services on a server), excluding scheduled maintenance.
If network downtime occurs the customer will be credit 1 day of free hosting on the same plan for every hour of downtime.
Network uptime includes functioning of all network infrastructure including routers, switches and cabling,
but does not include services, deamons, software running on your server, or hardware failure on a server. Network uptime
means the network itself will be up and available.
We are not responsible for outages or circumstances beyond our control
that hinder access to your site or server. The following are excluded from the monthly calculation of Service Availability:
- Scheduled and announced downtime or maintenance (kernel, software updates, hardware upgrades or replacement) through our client panel and/or the mass e-mail for all clients (you have to keep your e-mail address in the client area updated)
- Traffic conditions on the internet outside our network.
- ISP or local problems such as Browser or DNS caching.
- DDoS, Attacks, Exploits or hacked servers.
- An outage from an upstream facility outside of our network.
- Interruptions or failure of individual service caused by client, their employees, client's customers, friends, or family to their service.
- Inaccurate installation or configuration of software by the client or non-staff, 3rd party software, client abuse or over utilization of resources.
Data Center (NOC) Guarantee
We guarantee that the critical systems, including power and HVAC, will be available 100% of
the time in a given month, excluding scheduled maintenance. The customer will be credit 1 month of free hosting on the same plan.
Additionally, this guarantee is your remedy for any unscheduled downtime of more than limits outlined above. Downtime must be confirmed by a staff member in our support system. Maximum credit given will not exceed the amount of the charge of a single month of the customer service with us. The credit will be applied to your invoice on your next due date. Downtime is measured from the time the customer records such failure in the support ticket system and until a resolution is provided in that ticket.
