Our Service
Service Level Agreement (SLA)
1 Network
We guarantee network up-time to be at 99.9%. This assures that all routing devices within our network are reachable 99.9% of the time.
Subject to the Network SLA Exclusions below, if the network up-time of the customers' service is less than the guarantee of 99.9%, we will issue a credit to the customer, with the credit being calculated on the basis of monthly service charge for the affected Services in the following method:
1.1 Compensation for Up-time Guarantee Breach
Upon breaching the 99.9% Network Up-time Guarantee SLA, for every 30 minutes block of downtime: 5% of customer's monthly hosting subscription. Maximum compensation is up to 1 month's worth of the customer's subscribed service that is affected.
1.2 Network SLA Exclusions
Possible situations that are completely out of our control will not be within the scope of this SLA. Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Network up-time caused by or associated with:
- Circumstances beyond our reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA
- Failure of access circuits to our networks, unless such failure is caused solely by us
- Scheduled maintenance and emergency maintenance and upgrades
- Third-party digital or physical attacks on our servers, networks, and data centres, such as distributed denial of service (DDoS) attacks, or other forms of attacks or hacking.
- DNS issues outside our direct control
- Issues with the setup of services e.g. HTTP, FTP, POP, IMAP, or SMTP
- False SLA breaches reported as a result of outages or errors of any our measurement system
- Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of our Terms and Conditions and Acceptable Use Policy
- Customer's software causing an unreasonably high level of server resource usage
- E-mail or webmail delivery and transmission
- DNS (Domain Name Server) Propagation
- Outages elsewhere on the Internet that hinder access to your account. We are not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. We will guarantee only those areas considered under our control: Our server links to the Internet, our routers, and our servers
- The account is in default of payment
2 Hardware
For hardware-related issues that require a replacement, the hardware replacement is guaranteed to be complete within SIX (6) hours. The hardware replacement timer begins once the customer opens a support ticket and we determine the cause of the problem to be faulty hardware. The time it takes to troubleshoot and identify the issue/solution is outside of the SIX (6) hours Hardware SLA. The SIX (6) hours Hardware SLA also does not include the time required to install/setup/configure the operating system or applications.
Hardware SLA is not inclusive of the scheduled and upgrade maintenances that we carry out occasionally. Hardware SLA is on a per-incident, and per-hardware component basis.
For every 30 minutes of downtime: 5% of customer's monthly hosting subscription. Maximum compensation is up to 1 month's worth of the customer's subscribed service that is affected.
3 24/7 SuperSupport
We offer 24/7 support for its customers. The support provided covers only services related to the Customer's hosting subscriptions, and does NOT include application support such as WordPress support, Joomla support, Outlook support, etc.
Our "6-hour resolution time" statement applies to most hosting-related issues that are within our control. External parties such as registrars, hosts, software/service providers, may delay resolution time. Resolution time may also vary due to more complex issues, and in these cases, the Customer will be informed by our support team.
4 Limitation of Damages
Recovery of damages from us may not exceed the amount of fees it has collected on the account.