Service Level Agreement - SLA / Uptime Guarantee
HostSSD recognizes having our services available 24/7 is critical. We strive for the best possible service for our clients and as such we guarantee 100% uptime.
The HostSSD uptime percentage is calculated at the close of each month.
"Uptime" refers to the amount of time the Services are available, as measured solely and only by HostSSD's internal and external monitoring systems.
"Downtime" refers to the amount of time the Services are unavailable, as measured solely and only by HostSSD's internal and external monitoring systems.
HostSSD guarantees that its Networking and Connectivity services will be available 100% of the time. In the event such level of service is not provided,
HostSSD will credit your account in an amount as determined in the chart below, reflecting credit percentages of the monthly fees paid by You to HostSSD
for the Services, but not payments made for any of the following products and services: domain name registration, software licenses, IP address charges,
set up fees, shipping and handling, SSL certificate fees, labor charges, and other services which are unrelated to Uptime.
100% will result in a credit of: 0%
99.1% to 99.9% will result in a credit of: 5%
98% to 99% will result in a credit of: 10%
95% to 97.9% will result in a credit of: 20%
90% to 94.9% will result in a credit of: 50%
89% or below will result in a credit of: 100%
To receive a credit, You must make a request by opening a billing ticket in the client portal. Each request in connection with this Agreement must include
the dates and times of the Downtime, the name and IP address of the server or servers which experienced the Downtime.
The request must be received by HostSSD within seven (7) business days after the incident of Downtime. If the unavailability is confirmed by HostSSD,
credit will be applied to Your account within thirty (30) days of receipt of Your credit request.
The total amount credited to You in a particular month under this Agreement shall not exceed the total amount of fees paid by You
for such month for the affected Services. Credits are exclusive of any applicable taxes charged to You or collected by HostSSD
and are Your sole and exclusive remedy with respect to any Downtime.
The provisions of the Agreement pertaining to Force Majeure are unaffected by these terms referring to Uptime Guarantee.
Moreover, downtime caused by any of the following shall not result in any obligation by HostSSD to provide credit to You:
1. emergency / scheduled / upgrade maintenance
2. domain name system (DNS) problems outside of HostSSD's control
3. issues with FTP, POP, IMAP, or SMTP customer access
4. Acts or omissions by You or any of Your employees or agents, resulting in downtime
5. Any negligence, willful misconduct, or use of the services in breach of HostSSD's Acceptable Use Policy
6. Problems with users' web browsers, DNS, or other caching that might make it appear the Services are unavailable
even though others can still access the HostSSD servers.
7. Outage caused by any event or condition not wholly within the control of HostSSD including without limitation, acts of any government body,
war, insurrection or embargo.
Last updated: September 8, 2012.