Service Level Agreement
Hostholder service-level agreement (SLA) is simply a document which describes customer’s facilities and guarantees the Services to be available given by the company. This Agreement (“SLA”) applies to its all clients to establish the eligibility for any applicable Performance Credit, the client agrees that measurement via our 3rd party. In the event that the Client determines that a discrepancy in such measurement exists, Client shall promptly notify hostholder.com and Client will mutually agree upon the validity and accuracy of the measurement, and upon Client’s eligibility for any applicable Performance Credits.
Why you need a SLA
In service level agreement system both company and customer know about their conditions. It is important to know the customers about company’s rules. A company writes down an SLA why you can get information on all of the contracted services and their agreed-upon expected reliability into a single document. It clearly describes metrics, responsibilities and expectations so in the event of issues with the service, neither party can plead ignorance. It ensures both sides have the same understanding of requirements. Subscriber will have the right to terminate this Agreement immediately at any time upon written notice to Company.
All our guarantees on hosting service
Your hosting should be completely under your control and should not be blocked from responding to ICMP pings over its network interface and there is no access by a third party. Your hosting product should not be “thrashing” why you can use swap during normal operation. Host holder.com always accepts responsibility for consequential damages as a failure to meet the terms of this Service Level Agreement. It is the customer’s responsibility to ensure that the consequences of any failure which they face.
This SLA may be amended at any time by hostholder.com.
hostholder.com Network is defined as the equipment, software, and facilities within the hostholder.com network segment, including hostholder.com’s contracted ISP services to which the hostholder.com network segment is connected and collectively utilized by hostholder.com to provide dedicated and co-location services. Service Availability is the total time in a calendar month that the hostholder.com is available through the Internet, provided that Client has established connectivity. hostholder.com takes responsibility for the Service Availability within its immediate network segment, and cannot be held liable for problems directly related to an upstream bandwidth provider. The hostholder.com Network will be available to clients free of Network Outages for 99.9% of the time
Service Downtime is any unplanned interruption in Service Availability during which the Client is unable to access the services as described in preceding section, provided the interruption is determined to have been caused by a problem in the immediate hostholder.com network segment as confirmed by hostholder.com. Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. hostholder.com is not responsible for any unplanned outages due to third-party software failure are the direct responsibility of the software publisher and not of hostholder.com
Scheduled Service Downtime is any hostholder.com interruption of Hosting Services. Scheduled Service Downtime occurs during a hostholder.com server maintenance window, which occurs in conjunction with a 24 hour notice to the Client via electronic communication.
Performance Credit occurs when 99.9% uptime is not met. hostholder.com will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of the customer’s monthly fee). Network downtime is measured from the time a trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data.
Monitoring Service is the service hostholder.com provides in order to analyze availability of HTTP based services and applications through its third party monitoring system.
Service Downtime Performance Credit
In the event of Service Downtime in which monthly Service Availability is less than 99.9%, Client will receive a Performance Credit as described above.
This SLA does not cover Service Downtime caused by problems in the following:
* Client’s local area network
* Client-provided Internet connectivity or end-user software
* Entities inside Client’s internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment
Service Downtime Exclusions
The following are excluded from the monthly calculation of Service Availability:
* Any utilized Scheduled Service Downtime
* Any problems beyond the immediate hostholder.com network segment
* Any interruptions, delays or failures caused by Client or Client’s employees, agents, or subcontractors, such as, but not limited to, the following:
o Inaccurate configuration
o Non-compliant use of any software installed on the server
o Client initiated server over-utilization
o Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits
Disk space and Bandwidth usage:
You may use our fantastic large disk space and bandwidth in your website. Shared hosting space may not be used for storage it is used only for web files, active email and content of User Websites. But we will give you excessive usage of CPU, disk space and other resources. Reseller and VPS usage is limited by the resources allocated to the specific plan that you have purchased.
Prohibited for clients
Like a hosting company, hostholder.com has a rule, by which it can cancel its customers’ account without any refund if the customers have used the web hosting for illegal purposes, such as spamming, profanity, disclosing private information and images, violating intellectual property rights, using 10% up disk space, distributing viruses, and hacking.