Shared Web Hosting Service Level Agreement

HostForWeb™ reserves the right to periodically change the measurement points and methodologies it uses without notice to Client.

Customer environment issues affecting connectivity or interfering with the Hosting Services, including without limitation, Customer’s connection to the Internet (i. )Notwithstanding anything set forth in the Agreement or this SLA, the Service Availability Credit described in this Section 3 is Client’s sole and exclusive remedy in connection with any loss of Service Availability as described in such section or breach by Corserva of the Agreement or this SLA. Hyve is committed to providing a high level of service to ensure that information technology is an effective enabling tool for Client. A Service Availability Credit is issued only if DcData confirms from the monitoring data warranting the Service Availability Credit. Only one SLA credit may be given per incident.

“Managed Hosting Fees” means the fees for the Dedicated Hardware for the calendar month in which the failure occurred. Ron jackson, unfortunately, the Web chat support isn’t that effective as they don’t provide instant support. Present a clear, concise and measurable description of website hosting to the client. Host will provide retroactive credit based on the following:

Host about the inactivity, the moment of the interruption.

Web hosting packages often include a web content management system, so the end-user does not have to worry about the more technical aspects. You should not exceed the creation of more than 250 subfolders and/or 2 Gb total inside its public folder. NET or ASP Classic.

Services may be unavailable at times during the maintenance window while servers are restarted.


Host will credit your hosting plan with free hosting time as follows: 999% up time, excluding scheduled maintenance, for Hyve Cloud Servers as follows: Similar to response time, the repair time or resolution time states how long the customer has to wait for the problem to get solved. 5% Mail server availability.

HI reserves the right to update this SLA and any other Terms or Policy at any time.

Backup and Restoration

All problem reports will be submitted by client employees to [email protected] 99% of the time in any calendar month (the “Service Level Warranty”). If the client needs 24/7 support via the phone, it will be five times more expensive. Rarely a Service may be functioning in some areas and not functioning in others; e. The best web hosting services 2020:, free sites migration + easy-to-use site builder. Downtime caused by any of the events noted below will be excluded from the Hosting Service availability calculations (“Excused Outages”): Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Availability caused by or associated with: When notifying you we will provide you with the details of the problem along with an estimation of when the issue will be resolved.

This is an indispensable part of professionalism for web hosting companies since it proves their confidence and reliability to customers. The goal of Top. Tsohost makes no guarantee to defend a customer's website from a denial of service attack unless that service has been specifically offered and agreed. This part will specify the procedure of reporting an issue including the contact details and order of steps to follow. The guarantee applies to any customer of Top. THE COMPANY SHALL NOT RESTORE, “BURN” TO CD, OR SEND OUT ANY DATA PERTAINING TO TERMINATED ACCOUNTS. 99% network uptime guarantee.

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95%, in each case during any monthly billing cycle (the "Service Commitment"). We may choose not to cancel the agreement if you make an additional payment to us to cover the disruption caused by your late payment. Web hosts are companies that provide space on a server owned or leased for use by clients, as well as providing Internet connectivity, typically in a data center. LW will do everything possible to minimize any downtime in these situations per the hardware replacement SLA. If the SLA has all the points described above, then you get a service with transparent guarantees and level of availability.

Minor, Major and Critical. If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion. This uptime guarantee excludes scheduled maintenance, server hardware failures which may take longer to repair and network infrastructure problems that are beyond HI's control. “Dedicated Hardware” means the processor(s), memory, storage and other hardware directly allocated to the Client in the Service. If a public folder or mailbox cannot be recovered from the online Deleted Items storage, Accelera Solutions will restore the items from the backup tapes employed in its disaster recovery systems. We shall keep you regularly updated until the moment the problem is resolved.

This is usually the least expensive for dedicated plans. Application and mail server unavailability resulting from loss of Network Availability is not included in Mail Server Availability or Application Server Availability calculations or if the Network Availability loss is caused by any factor(s) beyond the Company's control, including such factors as problems on domestic and international backbones or on the customer's portion of the network, and denial of service or similar attacks directed at the Company servers or the Company's network. The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent support and maintenance for website hosting and the website to the Client(s) by the Service Provider(s). 1 Data Backup (OBS/Ironstor) Server Availability Monitoring To verify the Data Backup Server Availability, the Company will probe the HTTP service to retrieve HTTP headers on the server every five minutes, with a 30-second failure threshold. The inability to purchase new services due to breach of the Canadian Web Hosting terms of service are not covered by this SLA.

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This guarantee does not include the time it requires to perform additional software related maintenance, including rebuilding web accounts from backups, cloning hard drives, reloading the operating system, reloading and configuring applications, or rebuilding RAID arrays. The correct procedure for the actions of the client-oriented company: In most cases, the colocation provider may provide little to no support directly for their client's machine, providing only the electrical, Internet access, and storage facilities for the server. Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the HostForWeb™ network caused by or associated with: Faulty hardware is rare, but cannot be predicted nor avoided. 95%, M5 Hosting will credit the customer 5% of the monthly fee for each 30 minutes of downtime in excess of 0.

A creditable SLA will describe the server and infrastructure availability, the services to be provided with measurable parameters and conditions, the priorities for the incidents or requests, the time for reaction and elimination and the penalties for violation of guaranteed parameters.

Firebase SLA Exclusions

Backups for Dedicated Hardware are available if additional back-up services were purchased. Attempting to send these types of mailings through the Network violates the terms of this SLA and, without limitation, voids the performance commitments provided for herein. Appropriate notification to Client for all scheduled maintenance. Joyent server links to the Internet, Joyent’s routers, and Joyent’s servers. On occasion, one of these automatic updates could adversely affect all or part of the cPanel related software on the server. Host will determine the end of downtime. This guarantee assures that all major routing devices within the LW network are reachable from the global internet 100% of the time. 9% monthly average of scheduled availability of its Application (Web) Servers.

This information must be submitted to the Company Support Department. We will apply any Service Credits only against future Firebase payments otherwise due from you. We promise to respond to any emails we receive to our standard support channels within 3 hours of an email being sent to Nublue during our core office hours, and within 1 business day for emails that arrive outside of office hours. Corserva will not be required to perform for Client any task that can be done through the control panels. Namecheap believes in your right to put your ideas online. Should we fail to meet this level of availability the following levels of service credit are applicable.

The document must mention clearly that you can exercise your termination right if the provider violates the SLA conditions on multiple occasions.


The time period within which the provider needs to resolve this issue is called issue resolution time-frame. This lets the customers know exactly how long they have to wait before a representative of the provider replies. An engineer's report shall be sent to you within 12 hours of the problem being resolved. This level of service is intended to provide assistance with critical outages and should not be used for standard support requests. Your account must be in good standing You must submit a ticket through our helpdesk (https: )In the rare event that your problem cannot be resolved within 15 minutes you will be notified. Most hosting providers provide Linux-based web hosting which offers a wide range of different software.

Why is SLA Important in Web Hosting?

Usually, the unit of measurement for ASA is second. Capitalized terms in this SLA have the meaning set forth unless they are otherwise defined herein or the context requires otherwise. Typically, this uptime percentage revolves within the range of 99. As used herein, the term "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 hosted system is available for access by third parties via HTTP and HTTPS, as measured by Joyent. 3 Where Anchor fails to meet the Uptime Service Level and You have complied with provisions of this SLA then You are entitled to claim the following Service Credits against the next monthly Fee (or if the Service Level is failed in the last month of a Service Period Anchor will provide apply a credit against the last invoice). It is essential that HI be informed of any breach of The Client Account; to that effect the username and password(s) should be stored securely to ensure no unauthorised person can gain access to them. This refers to the number of calls which the support team did not pick up or respond to. If the web hosting service falls short of the terms of the SLA (e. )

Another warning is sent via email when a user reaches the granted limit.


Within the R1Soft Backup Manager, you will find several backups available to choose from. Scheduled maintenance windows will not be included in Server Availability calculations. A cloud hosted website may be more reliable than alternatives since other computers in the cloud can compensate when a single piece of hardware goes down. The customer shall not be entitled to any credit hereunder if the network downtime is caused by: 00 AM (EST), during which the servers may be offline for urgent fixes. Best rated web host reviews, if you have one little family website that doesn't need fast page loads, good google rankings, and database functionality then WHH will probably work out just fine for you. These agreements mention the timeframe for resolving such issues, as well as the time taken to respond to your call. The telephone support services shall be available from 08:

Business web site hosting often has a higher expense depending upon the size and type of the site.

This time depends on the complexity of the problem. A formal and pragmatic approach provides confidence not only for the company but also for the clients, as they know exactly what services, which way and in what volumes they will receive. To support this commitment, the Company provides the following commitments and tools related to this Agreement.

  • There is no Uptime Service Level provided for part months.
  • CDT will monitor all supporting infrastructure for availability and performance issues that could impact customers.
  • This may seem way too long in comparison to the small time window of response time or repair time.
  • DNS management including, adding/deleting and modifying domain name zone records and providing secondary DNS and or mail services.

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2 Mail Server. If the message fails to be sent for 24 to 72 hours, the messages will be returned to the sender. Should a Service Outage span more than one month, the calculation of Hosting Service Credits starts over at the beginning of each month.

00 Monday to Friday. 5% Network and Power Availability of service(s) for hosting. Notwithstanding the above, HI accepts no liability for any financial loss or damages, however caused, whether consequential or otherwise.

They may purchase goods, browse articles, or vote in an online poll. Hyve will pass through and assign to Client all rights and warranties provided by third party licensors of the Software to the extent that such licensors permit such pass through and assignment. Online tools, control panel, and server management. THE COMPANY SHALL NOT RESTORE THE DATA UPON CUSTOMER’S REQUEST. No notice shall be required or provided for Emergency Maintenance. To guarantee optimal performance of the servers, the Company will perform maintenance on the servers on a routine basis. However, it does not guarantee any particular result from performance of additional services or make any representations or warranties regarding such additional services nor can it be held liable in any way (including for any credits) for Service performance changes or failures which result from performing tasks requested by Client.

Service Level Agreement (SLA)

In the event of a transfer of hosting services. Router failure is governed by current HostForWeb™ contracts with Cisco™ and backbone providers in regard to the emergency repair service in case of such an issue. In respect to sections (5a) and (5b) above, DcData will use commercially reasonable efforts to make the Services available at least 99.

Mailing lists may be conifigured and implemented via industry leading email marketing services.

It is clear that the faster the company reacts, the more attractive it looks to the client. Several support offerings are available on an as-needed basis, with discrete pricing for each service. The client should know why his website will be unavailable, how often, and whether he will receive a refund.

The standard terms of service are available at samsara.

Services Delivered Your Way

In the event that our service does not experience 99. Denial of service attacks or other types of attacks directed toward the web server resulting in or contributing to downtime will not be included in Data Backup Server Availability calculations. Demanding from hosting service provider to amend the SLA towards shortening the Resolve time, extending the guaranteed availability period, or tightening other conditions get ready for a way higher price.

Larger Hosting Services

Furthermore, the number of items per public folder should not exceed 5,000 items. Allows clients to become web hosts themselves. This storage size can be increased through the online control panel for an additional charge up to the maximum amount allowed for each plan or service, as described on the Company’s website. 05% (up to 100% of customer’s monthly fee for the affected server).

Except under the conditions mentioned in the next section below, if the uptime of customer's Web site is less than 100%, Digital Catalyst will issue a credit to customer according to the following table: Except as specifically set forth herein, Hyve has no obligation to provide maintenance or other support of any kind for the Software, including without limitation any error corrections, updates, enhancements or other modifications. This way, the client can ensure having the service they expected and signed up for. Why is SLA Important in Web Hosting? In the event of a customer requiring a recovery from backup standard technical support call charges may be applied as detailed in our standard price list. If the Service Desk is not able to resolve an incident, they will refer the incident to CDT’s second level support staff. LCG and LW utilize some third-party services to provide responses to customers.

Resolve Time

This uptime guarantee includes all Cloud platforms but excludes network infrastructure problems that are beyond HI's control. Full network and server reporting will be posted to a location designated by HostForWeb™ and made available to Client. 2 Application (Web) Server Availability The Company guarantees at least 99. In the case that the messages cannot be delivered for a period of time exceeding 48 to 72 hours, the messages are returned to the sender. Unless otherwise provided in the Terms of Service, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide Firebase Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA. This will specify how the hosting company deals with all the issue reports coming to them (which is usually the first come, first served basis).

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99% uptime SLA: If we fail to deliver on our 100% uptime promise we will credit your account with 10% of your equivalent monthly fee, for every full 30 minutes of downtime, up to a maximum amount of your equivalent monthly fee. Backups are stored on an off-site server for security and peace of mind. Usually, the support people send an email to the reporting customer in such cases. Accepted industry best practices in systems architecture design, information security, and business process have been employed by Host as is commercially feasible to mitigate the possible effects these disruptions may have on our service and our clients use thereof. This percentage is calculated on a monthly basis and applies 24 hours per day, 365 days a year, except as noted below. Downtime and disruption are bad for business, and you want confidence that your chosen hosting provider is taking their responsibility to your business seriously.

We expect the following from our customers: If it takes more than 120 minutes to replace the defective material, Top. Additionally, the Service spam control functionality performs additional analysis and processing of inbound emails, so the delivery times specified above do not apply for delays due to same. This is the right approach, which helps clients not to get confused in the definitions of Response time and Resolve time. These tools, together with server management documentation and help, are available online at the support section of the Company’s website.

There is a 50MB limit to file attachments. Client agrees to post or allow or cause to be posted, at all times while the hosted Website/Mobile Application is in use, and in a location on the Website reasonably designated by Horton Group, the text of any terms of use, privacy policies and/or intellectual property policies of Horton Group governing the use of the Website/Mobile Application by third parties. 1 “Service Availability” means: That is, the recipient from support team resolved the issue of the caller during that very call.

Typically for internet-based services, the SLA includes specifications concerning MTBF (Mean Time Between Failures), MTTR (Mean Time To Repair or Recovery), the responsibility of data rates, the party committing a fault and other measurable factors.


Should a user exceed this limit, the user will be unable to send or receive email until the user either reduces the mailbox size below the imposed limit, or is granted an increase in personal mailbox capacity by the system administrator. Capitalised terms in this SLA use the meanings set out in the Agreement. Some specific types of hosting provided by web host service providers: The support ticket must include all relevant information, including server name, IP address, full description of the incident, and any logs (if applicable).

Any unavailability less than five minutes in duration will not be recorded. Planned maintenance that may have an impact on customer services will be scheduled during the planned maintenance windows. MTTR or Mean Time To Recover is the time a provider takes to recover from a power outage or service outage. Host is not responsible for their browsers or DNS which can make the appearance of the service to the Customer impossible. In most cases for colo, the client would have his own administrator visit the data center on site to do any hardware upgrades or changes. If the average plan loss exceeds 1%, then Top.

If either service does not respond, the service is considered non-operational and is automatically restarted.


The following definitions will be used to determine the priority of a service related incident or request, unless the Service Provider and Client agree on an alternative definition: Protection against Viruses. Match perceptions of expected service provision with actual service support and delivery for both the website and website hosting. 99% availability in a given month (see Excluded Events below), the following credit schedule will be used.

Please be prepared to provide a full description of the problem and your Account ID. In addition, for every 1% loss of availability below the 99. If, unfortunately, you wish to make a complaint or raise a dispute with us, please submit an email to our support team – including as much detail as possible about your issue. Host will provide credit to the customer in the form of service subscription time, according to the following tables. This section should regulate the communication procedure between the client and the company. To manage the number of items per folder, You should configure expiration accordingly.

However, certain points fall common in all of them. We determine 3 error types in our SLA. Also, Secure Sockets Layer (SSL) is typically used for websites that wish to keep the data transmitted more secure. Drag and drop site builders, you can rest assured that your site will run fast, with good uptime, and without the risk of it being hacked. Examples of critical outages include: 5% Virtual Private Server availability.