Ho-ost offers a 99.9% uptime guarantee on all services. However, occasionally things can go wrong. This Service Level Agreement will clarify what types of downtime can occur and what's eligible for service level agreement compensation.
Scheduled downtime is a necessary requirement in the hosting industry to perform hardware and software upgrades as well as general maintenance. In the event that we need to take our network down to perform said tasks, you will be notified via email. Scheduled downtime does not count towards the unscheduled downtime SLA credit compensation.
Network Configuration: This includes any configuration settings edited and/or applied to our servers by either a) Ho-ost or b) Our service provider(s).
We measure the start of network configuration downtime from the moment our service provider notifies us or you open a support ticket.
Network Infrastructure: This includes all routers, switches and cabling and does not include services and/or software running on our servers.
We measure the start of network infrastructure downtime from the moment our service provider notifies us or you open a support ticket.
Critical Infrastructure: This includes heat protection and power supplies. This does not include server software and/or hardware.
We measure the start of critical infrastructure downtime from the moment our service provider notifies us or you open a support ticket.
If you have system downtime due to Network Configuration, Network Infrastructure or Critical Infrastructure problems, Ho-ost is prepared to compensate you with a store credit allowance of 5% for each hour of downtime. This means that if you pay $1 per month, you would get 5% of that added to your credit balance to pay for future invoices. We do not offer SLA credit if your specific website or server is the victim of a DDoS attack.
To be eligible for said credit, you must open a support ticket within 48 hours, or email email@example.com with the subject "SLA Credit" with your client account email. Please include your name, service information and your request for compensation. After an investigation you should receive a response within 24 hours. If you're eligible for compensation you should receive it in your client account within 48 hours after we have responded to you.
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