(proposed) Service Level Agreement
General Provisions
Specification This Uptime Guarantee applies to our plesk unlimited reseller hosting plans, cPanel unlimited reseller hosting plans, corporate hosting plan, managed vps and unmanaged vps and dedicated servers ordered from us.
Overdue Payments If there are any overdue payments for any services listed on your account (including domain name registration fee’s) at the time of the downtime, the guarantee is null and void.
Scheduled Maintenance The guarantee does not include outages caused by scheduled maintenance. The guarantee is valid during the initial 12-month contract. If the 12-month contract is renewed, the guarantee will continue for a further 12 months. This guarantee applies to network and hardware uptime as specified below.
Network Uptime We guarantee our network will be available to the Internet 99.9% of the time in a given month. The guarantee does not include availability to any specific point on the Internet.
Hardware Uptime We guarantee our server hardware is available 99.9% of the time in a given month. Downtime is defined as a hardware component not functioning properly and causing your server or service to be unavailable.
Credits If we fail to achieve uptime above, you can claim for a credit on your account based on the following uptime table.
| Monthly Uptime | Credit |
|---|---|
| Up to and including 12 hours | 10% |
| More than 12 hours and up to and including 72 hours | 30% |
| Over 72 hours | 50% |
Multiple claims can be made in a given month for different periods of downtime up to a maximum credit of 100% of your monthly payment for the specific server. For the purpose of claiming credit, downtime officially starts from the time you log a report notifying us of the downtime.
Claiming Procedure A claim must be made by downloading the “Claim for Credit Under SLA” document by clicking here and completing all required fields and either posting it to our Customer Services department at Studio I, Trinity Buoy Wharf, 64 Orchard Place, London E14 0JY or faxing it to 0207 719 8004 (or, if faxing from abroad, +44 (207 719 8004) within 5 working days of the downtime ending.
