Services Level Agreement
vHost commits and guarantees our service 99.9% uptime every month. According to http://en.wikipedia.org/wiki/Uptime, the uptime service with the rate of 99.9% per month is equivalent to only allowing maximum service interruption and not exceeding 43 minutes per month.
If your service is interrupted according to the rate provided below, you will be compensated for the service time directly into your affected service according to the reference table below:
Commitment to uptime rate and compensation
| # | Uptime rate | Compensation policy |
|---|---|---|
| 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 | Under 99.0% | 100% |
Terms and conditions:
1. Your account is not violate any secure policy or vHost's ToS.
2. You have to send us the compensation request through email or ticket within 5 days since the interruption day.
3. All notification should be attached ID ticket which related to the technical problems.
2. You have to send us the compensation request through email or ticket within 5 days since the interruption day.
3. All notification should be attached ID ticket which related to the technical problems.
The cases of downtime will be excluded and not included in the list of compensation
A list of uncompensated downtime for reasons beyond our control as below:
- Your VPS/Server have errors as: apache, database, SQL…
- The maintenance has been officially announced via email or on the website.
- Customers interrupt their own service.
- Service is interrupted due to unpaid fees or violations of service usage regulations.
- Service is interrupted due to a connection problem from the client side.
