Service Level Agreement (SLA)
Effective Date 9/05/2014
Our Service Level Agreement covers all hosting services and describes the minimum service level we aim to provide as well as the process for when we don\t reach this target.
This Service Level Agreement (this "Policy") governs the service level that HOST101 is expected to meet as well as the corresponding penalties and compensation for not meeting Service Levels as further specified for provision of HOST101 products and services (the "Services"). HOST101 may modify this Policy at any time without notice by posting it on the HOST101 website.
This Service Level Agreement only applies to clients who have a HOST101 web hosting service.
The Client can request support requests by contacting HOST101 staff, contact numbers as well as emailing the primary support email address firstname.lastname@example.org. Client support requests will be handled as soon as possible, target time to initiate support requests is within 60 minutes. Client requests for software upgrades and or installation of new software packages will be processed as soon as possible. Target time to complete such requests is within 2 workings days of receipt.
All HOST101 network Services are continuously monitored to ensure rapid response to any faults, which may occur. Monitoring is carried out on all primary Services. Monitoring feedback is provided to HOST101 support staff via email and paging services 24 hours, 7 days.
From time to time upgrades to hardware and or software may be required, where possible such upgrades will be performed outside of business hours. Client will be notified as far as practicable in advance of such upgrades via email / or telephone no less than 24 hours in advance of any scheduled outage. Scheduled outages under normal conditions should not exceed 5 hours per year.
The targeted minimum service level is 99.9% uptime each month.
The Service Uptime will be measured by HOST101 and its determination is final.
If HOST101 determines that Services were unavailable (excluding scheduled outages or those caused by customers or third parties) for a period exceeding the maximum allowable under the prescribed uptime guarantee, and extending for a continuous duration of 1 hour or more per instance, upon the customer’s request, HOST101 will credit the Clients’ monthly invoice the pro rated charges of one (1) day of the HOST101 Service fee for each consecutive hour of applicable downtime, up to a maximum of 30 days per month. To receive this credit, the Client must contact HOST101 requesting the credit within 30 days of the service interruption for which credit is requested.
HOST101 will not be liable for any loss or damage which may result from any interruptions, delays, faults or errors in the supply of the Services.