Service Level Agreement

Service Level Agreement

vHost guarantees Network and Power Infrastructure up-time to be 99.9% per month. This guarantee assures that all major routing devices within our network are reachable from the global Internet 99.9% of the time. Up-time is broken down into monthly increments. 99.9% up-time per month equates to up to 43 minutes of unplanned downtime per month. (http://en.wikipedia.org/wiki/Uptime). If in any given month we fail to meet this guarantee a vHost customer is eligible for a credit on their current hosting account.

You must meet the below requirements in order to be eligible for an SLA credit:

  • ♦ Your account must be in good standing
  • ♦ You must submit a ticket through our helpdesk to the sales/billing department here . All requests must be submitted within 5 days of the reported downtime
  • ♦ All requests must contain a ticket # of the service interruption.


Network & Power SLA Credit Calculation


#
UPTIME GUARANTEE
SLA CREDIT
1
99.9%
Guaranteed
2
99.8%
10%
3
99.7%
20%
4
99.6%
30%
5
99.5%
40%
6
99.4%
50%
7
99.3%
60%
8
99.2%
70%
9
99.1%
80%
10
99.0%
90%
11
Less than 99.0%
100%

Network & Power SLA Exclusions

Many possible situations are completely beyond the control of vHost, and therefore are not in the scope of this SLA. These situations include:

  •  Internal services such as MySQL, Apache, PHP, etc.
  •  Scheduled downtime or planned maintenance
  •  Customer-controlled downtime
  •  Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
  •  ISP or local connection problems
  •  Acts of Force Majeure

How to Report a Problem

Please submit a support ticket from your client account at this link.

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