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Service Level Agreement - Uptime Guarantee
The WebHostingSolutions.com Service Level Agreement (SLA) covers certain aspects of our shared hosting, FreeBSD and Solaris Virtual Private Server (VPS) hosting accounts. Our goal is to achieve 100% Web site availability for all customers. The SLA serves to provide you confidence and assurance that we stand behind our hosting accounts.
In the event that one of your shared or VPS hosting accounts falls
below 99.9% Web site availability you may request a credit per
the terms and conditions of the SLA. To request a credit you must
contact us at support @ webhostingsolutions.com
Requests for credits must be received within ten (10) days
after the incident for which the review is being requested. If
the unavailability is confirmed by us, a credit will be applied
within two (2) weeks. Credits are not refundable and can only be
used for current or future charges.
Complete terms and conditions of SLA can be found below.
1. Coverage; Definitions
This Web Site Availability Service Level Agreement (SLA) applies to you ("customer") if you have ordered any of the following Unix hosting account services from WebHostingSolutions.com (the "Services") and your account is current (i.e., not past due): Shared Web Hosting Plans (Level One and Level Two plans), E-Commerce Plans (ShopSite shared plans), or Virtual Private Servers (FreeDSD or Solaris). As used herein, the term "Web Site Availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer's Web site is available for access by third parties via HTTP and HTTPS, as measured by WebHostingSolutions.com
2. Service Level
1. Goal
WebHostingsolutions.com's goal is to achieve 100% Web Site availability for all customers.
2. Remedy:
Subject to Sections 3 and 4 below, if the Web Site Availability of customer's Web site is less than 100%, WebHostingSolutions.com will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:
Web Site Availability |
Credit Percentage |
99.9 to 100% |
0% |
98% to 99.8% |
10% |
95% to 97.9% |
25% |
90% to 94.9% |
50% |
89.9% or below |
100% |
3. Exceptions
Customer shall not receive any credits under this SLA in connection
with any failure or deficiency of Web Site Availability caused
by or associated with:
1. circumstances beyond our reasonable control, including,
without limitation, acts of any governmental body, war, insurrection,
sabotage, armed conflict, embargo, fire, flood, strike or other
labor disturbance, interruption of or delay in transportation,
unavailability of or interruption or delay in telecommunications
or third party services, virus attacks or hackers, failure of
third party software (including, without limitation, ecommerce
software, payment gateways, chat, statistics or free scripts)
or inability to obtain raw materials, supplies, or power used in
or equipment needed for provision of this SLA;
2. failure of access
circuits to our network, unless such failure is caused
solely by WebHostingSolutions.com;
3. scheduled maintenance and emergency
maintenance and upgrades;
4. DNS issues outside the direct control
of WebHostingSolutions.com;
5. issues with FTP, POP, IMAP, or SMTP
customer access;
6. false SLA breaches reported as a result of outages
or errors of any WebHostingSolutions.com measurement system;
7. customer's
acts or omissions (or acts or omissions of others engaged or authorized
by customer), including, without limitation, custom scripting or
coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful
misconduct, or use of the Services in breach of our Terms and
Conditions and Acceptable Use Policy;
8. email or webmail delivery
and transmission;
9. DNS (Domain Name Server) Propagation.
10. outages elsewhere
on the Internet that hinder access to your account. WebHostingSolutions.com
is not responsible for browser or DNS caching that may make your
site appear inaccessible when others can still access it. WebHostingSolutions.com
will guarantee only those areas considered under the control of WebHostingSolutions.com:
our server links to the Internet, our routers, and our
servers.
4. Credit Request and Payment Procedures
To request a credit, the customer
must send their request details to support @ webhostingsolutions.com.
Each request in connection with this SLA must include the dates
and times of the unavailability of customer's Web site and must
be received by WebHostingSolutions.com within ten (10) business
days after the customer's Web Site was not available. If the unavailability
is confirmed by WebHostingSolutions.com, credits will be applied
within two billing cycles after WebHostingSolutions.com's receipt
of the customer's credit request. Credits are not refundable and
can be used only towards future billing charges.
Notwithstanding anything to the contrary herein, the total amount
credited to customer in a particular month under this SLA shall
not exceed the total hosting fee paid by customer for such month
for the affected Services.
Credits are exclusive of any applicable taxes charged to customer
or collected by WebHostingSolutions.com and are customer's sole
and exclusive remedy with respect to any failure or deficiency in
the Web Site Availability of customer's Web site.
Get the peace of mind and satisfaction you deserve with WebHostingSolutions.com
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