HOSTGEE ("Hostgee") Service Level Agreement ("SLA") states a set of guarantees that we deliver to our customers. The SLA covers many components that ensure the smooth operation of your infrastructure while outlining our responsibilities to you as our customer.
HOSTGEE guarantees 99.9% online availability of your server in a given month, excluding scheduled maintenance.
We guaranty 100% uninterrupted access to electricity and HVAC in a given month, excluding scheduled maintenance.
Hostgee will utilize the best technology available to us to achieve zero packet loss, excluding scheduled maintenance, within Hostgee Internal Network, hence ensure outstanding performance on the Internet.
Hostgee guarantees that all hardware components will be maintained in proper working order and the event of failure the hardware equipment will be replaced within 1 hour after the problem has been identified at no cost to the customer. Hardware is Processor(s), RAM, hard disk(s), motherboard, NIC card, and other devices that are a part of a server. Rebuilding RAID arrays are excluded from this guarantee as may take more time to complete.
For those clients that need additional priority assistance anytime 24/7 with response time within 30 minutes, we offer Gold SLA support subscription. Gold SLA subscribers get access to high priority support for a fixed monthly plan fee. We guarantee that technical support gurus will always be there when you need it and the client's critical needs are still wholly and promptly met.
To underline the advantages of Gold SLA we take heightened financial responsibility before you in the form of the credits that count towards your next invoice. Take the standard rate per hour of downtime, add 3% and you will get the amount of credits that you will receive in an unlikely event of our failure to meet our obligations. As part of Gold SLA, we guarantee at most 30 minute response time to your assistance requests submitted via our ticketing system.
In a highly unlikely event that Hostgee fails to meet the above mentioned expectations we will credit your account at the beginning of the next billing period as follows (your next invoice will be adjusted accordingly:
Network
We will credit the customer 5% of the monthly fee for each hour of downtime. Credits issued during any one month's time shall not exceed 100% of the monthly fees. The problem is considered resolved once the network functionality is restored.
Data Center Infrastructure
We will credit the customer 5% of the monthly fee for each hour of downtime. Credits issued during any one month's time shall not exceed 100% of the monthly fees. Infrastructure failure is shut down as a result of equipment overheating and power loss. This guarantee excludes power supply at dedicated servers. The problem is considered resolved once the power supply is restored.
Internal Network
We will credit customer 5% of the monthly fee for each hour the internal network latency is observed. Credits issued during any one month's time shall not exceed 50% of the monthly fees. The problem is considered resolved once the internal network latency is eliminated.
Hardware
We will credit the customer 5% of the monthly fee for each hour of downtime. Credits issued during any one month's time shall not exceed 100% of the monthly fees. The problem is considered resolved once the equipment is back online and in working order.
Overall total credits issued under this SLA agreement during any billing month shall not exceed 100% of the recurring monthly charges. The time count for all of these scenarios starts once an appropriate technical support ticket is created and stop whenever the problem is resolved.
To receive credits, please contact Hostgee Customer Service Specialist by creating a support ticket within 15 days from the resolution of any of the problems mentioned above. Please note that you will have to demonstrate that your web infrastructure, business, etc. was adversely affected by the question.
No part of this agreement covers outages or other service interruption that is caused by equipment and events that are the effect of or under the control of the client including script, software failures, and server overload. No part of this agreement shall cover the loss of power to a server as a result of the client's utilization of remote power management tools. This SLA does not include the interruptions of service caused by DDoS attacks and actions of hackers against clients server(s) and force-major situations beyond the control of Hostgee.
You do not qualify to receive credits if you have violated either Hostgee Terms of Service or Acceptable Use Policy or both. You do qualify to credits if you have a past due invoices and if the problem has resulted from your misuse of services provided by Hostgee.
