Service Level Agreement
The following is a summary of the kinds of levels of service that WebHosting2K offers its customers to ensure maximum availability and performance. Please contact customer support for additional information and terms regarding our SLAs.
We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations.
WebHosting2K provides web hosting to clients worldwide, and we have a responsibility to protect each client and to provide the best services available. All clients of WebHosting2K are subject to the following terms of service:
You agree to use all WebHosting2K services and facilities at your own risk. WebHosting2K specifically disclaims all warranties of merchantability and fitness for a particular purpose. In no event shall WebHosting2K be liable for any loss, or loss of data, or other commercial damage, including but not limited to special, incidental, consequential or other damages.
Customer agrees that it shall defend, indemnify, save and hold WebHosting2K harmless from any and all demands, liabilities, losses, costs and claims, including reasonable attorney's fees asserted against WebHosting2K, its agents, its customers, officers and employees, that may arise or result from any service provided or performed or agreed to be performed or any product sold by customer, it's agents, employees or assigns. Customer agrees to defend, indemnify and hold harmless WebHosting2K against liabilities arising out of Any injury to person or property caused by any products sold or otherwise distributed in connection with WebHosting2K's server.
WebHosting2K reserves the right to intervene with any of the sites hosted on its servers in the interest of its customers. Any material supplied by customer infringing or allegedly infringing on the proprietary rights of a third party Copyright infringement any defective products sold to customer from WebHosting2K's server. WebHosting2K shall be the sole judge of what violates this Policy.
We guarantee that our network will be available 99.9% of the time (excluding scheduled maintenance and emergency maintenance). If we incur an outage to the WebHosting2K network, WebHosting2K will credit the affected customer 1/30th of the recurring base monthly fee paid by the customer for the affected network services for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments).
Network uptime comprises the functioning of all network infrastructure including cabling, switches and routers. Services or software running on a customer’s server are not included in the definition of the WebHosting2K network. Network downtime exists if a customer’s server is unable to transmit and receive data and a ticket is opened for the incident in the WebHosting2K ticket tracking system. Network downtime is measured from the time the ticket is opened regarding downtime to the time the problem is resolved.
We guarantee that the WebHosting2K critical environmental systems, including power and HVAC, will be available 100% of the time (excluding scheduled maintenance and emergency maintenance). If an outage occurs due to critical system failure, WebHosting2K will credit the affected customer 1/30th of the recurring base monthly fee paid by the customer for the affected critical systems for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments).
Critical systems include functioning of all power and HVAC infrastructure including UPS equipment and cabling. Power supplies of individual servers are not included. Critical systems downtime exists when a customer’s server is shut down due to power or heat problems and a ticket has been opened for the incident in the WebHosting2K ticket tracking system. Critical system downtime is measured from the time the ticket is opened regarding server downtime to the time the problem is resolved and the server comes back on line.
We guarantee the proper function of a customer’s leased hardware components provided by WebHosting2K and will replace any failed component at no cost to the customer. The replacement process will begin when the cause of the problem has been determined. Hardware replacement is guaranteed to take no more than 1 hour. In the event that it does take WebHosting2K more than 1 hour to replace faulty hardware, WebHosting2K will credit the affected customer 1/30 of the recurring base monthly fee paid by the customer for the faulty hardware per additional 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments). Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related components included under the server lease.
This web page is an overview of our service level agreement. Delinquent customers may not take advantage of our SLA. All credits must be requested by the customer within 3 days of the reported downtime, and the downtime must be from a single occurrence.
Please contact your account manager for additional information and terms regarding the WebHosting2K service level agreement.