Hosting SLA
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Coverage; Definitions
This website availability Service Level Agreement (SLA) applies to customers of our High Bandwidth hosting service. For this service we provide domain registration, DNS service and web hosting on our CMS platform.
This SLA applies solely to web site hosting and not to other services such as POP3/SMTP/IMAP. It covers not just the technical ability to serve web pages but also that the website functions as intended.
Service Level
Targets
Our aim is to achieve 100% availability of your website.
Guarantee:
Subject to exceptions and conditions below, if the availability of your website is less than 99.5% in any calendar month, we will issue a credit to you in accordance with the following schedule, with the credit being calculated on the basis of the monthly or one twelfth of the annual service charge for the affected Services:
Availability | Credit Percentage |
100% > Availability >= 99.5% | 0% |
99.5% > Availability >= 99% | 5% |
99% > Availability >= 95% | 10% |
95% > Availability >= 90% | 50% |
90% > Availability | 100% |
Specific Inclusions
Many hosting SLAs explicitly remove most of the outage reasons from their scope by including those reasons in their exceptions. We have a policy of keeping exceptions to a minimum so that the SLA has real value. For this reason we have listed here as specific inclusions some of the more commonly excluded items that our SLA does cover:
1. attacks by viruses or hackers, including Denial of Service attacks against our servers.
2. emergency maintenance.
3. failure of any software we have installed on the server to provide your service, including operating system software and CMS software.
4. hardware failure on the server.
Exceptions
You will not receive any credits under this SLA in connection with any failure of website availability caused by or associated with:
1. circumstances beyond our reasonable control, such as acts of government, civil disorder, sabotage, armed conflict, embargo, fire, flood, strike, unavailability of telecommunications.
2. failure of specific third party systems that we integrate with: any payment gateways (e.g. PayPal or VoicePay) or parcel despatch or tracking systems (e.g. DespatchBay)
3. failure of access to the server, unless such failure is caused solely by ourselves or our suppliers, including outages or DNS issues elsewhere on the internet that hinder access to your website such as browser or DNS caching that may make your site appear inaccessible to some but not all visitors.
4. scheduled maintenance and system upgrades. These are scheduled nightly at 4am when required.
5. customer's acts or omissions (or acts or omissions of others engaged or authorized by customer);
Payment Terms
In order to receive a credit, customer must report a perceived outage via our online support form. This will then be tracked and if a credit is applicable it will be automatically applied to the customer account as a credit on the next billing cycle. The total amount credited to a customer under this SLA shall not exceed the total hosting fee paid by customer for the month for the affected Services. Credits are exclusive of any applicable taxes charged to the customer and are the customer's sole and exclusive remedy with respect to any failure or deficiency in the availability of the customer's website.