Choosing a hosting provider is never easy and it seems to be risky when your site is at stake. We know that the availability of your site is of utmost importance and entrusting your website to IncrediHost is something that we take seriously. That's why we have built the hosting industry's most aggressive Service Level Agreement (SLA) to cover the multiple components that keep your site up and running.
IncrediHost' SLA is a contract between you, the customer, and IncrediHost. It defines the terms of our responsibility and the money back guarantee if our responsibilities are not met. We want our customers to feel at ease with their decision to move their site to IncrediHost, and knowing that IncrediHost takes your site's uptime as seriously as you do is imperative.
IncrediHost guarantees that the network will be available 99.99% of the time in a given month (no more than 60 minutes downtime per month), excluding scheduled maintenance. After 60 minutes, IncrediHost will refund the customer 5% of the monthly fee for each 60 minutes of downtime (up to 50% of customer's monthly fee).
Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server. Network downtime exists when a particular customer is unable to transmit and receive data and IncrediHost records such failure in the IncrediHost online support system. Network downtime is measured from the time the ticket is opened by a customer (In Online Support System) to the time the server is once again able to transmit and receive data.
IncrediHost guarantees that the critical infrastructure systems, including power and HVAC, will be available 99.99% of the time in a given month (no more than 60 minutes downtime per month), excluding scheduled maintenance. After 60 minutes, IncrediHost will refund the customer 5% of the monthly fee for each 60 minutes of downtime (up to 50% of customer's monthly fee).
Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers' servers.
Infrastructure downtime exists when a particular server is shut down due to power or heat problems and IncrediHost records such failure in the Online Customer Support System. Infrastructure downtime is measured from the time the customer opens a ticket regarding server downtime to the time the problem is resolved and the server is powered back on.
IncrediHost guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once IncrediHost identifies the cause of the problem. Hardware replacement is guaranteed to be complete within 24 hours of problem identification. In the event that it takes us more than 24 hours to replace faulty hardware, IncrediHost will refund the customer 5% of the monthly fee for each 60 minutes of downtime (up to 50% of customer's monthly fee).
Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array.
IncrediHost guarantee's monitoring of all the standard services running on the server. Third Party/non-standard software's (custom software's / modified software's) or services running via non-standard (third party / modified) software's/packages will not be monitored. IncrediHost will offer technical support for all Standard Services via online customer support system.
[Standard services includes Web Server (http), SMTP Services, POP Services, DNS Services, Database Services (MySQL/Postgres) which are installed by IncrediHost]
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