Service Level Agreement
Hosting-ASAP guarantees a 99.9% monthly network uptime per this Service Level Agreement (from here on referred to as "SLA"). Please note that terms and conditions apply.
Hosting-ASAP's 99.9% Network Uptime SLA consists of 3 parts:
- Global Internet Connectivity - This includes connectivity from the Hosting-ASAP's network to the outside internet.
- Power - This includes the power which powers the servers in the datacenter
- Client Control Panel - This includes the accessibility of the client control panel. This SLA does not guarantee functionality of the client control panel.
| Hosting-ASAP's Uptime | SLA Credit |
|---|---|
| 99.9% and above | 0% |
| 99.8% | 10% |
| 99.7% | 20% |
| 99.6% | 30% |
| 99.5% | 40% |
| 99.4% | 50% |
| 99.3% | 60% |
| 99.2% | 70% |
| 99.1% | 80% |
| 99.0% | 90% |
| Below 99.0% | 100% |
Terms and Conditions
- Hosting-ASAP extends this SLA to its direct clients only. Hosting-ASAP is not liable for downtime caused by a reseller of its services.
- Hosting-ASAP offers SLA credits for use in future billing cycles only. SLA credits are non-transferrable in any way. SLA credits may not be exchanged for currency of any kind.
- Any Customer account not in good standing on payments is not eligible for SLA credit.
- Any Customer account which has been out of good standing on payments 3 times or more within 12 months prior to the outage is not eligible for SLA credits.
- Any Customer server disconnected due to violation of the TOS is not eligible for SLA credit.
- All SLA claims must be made with the sales department, and will be issued as account credits.
- Any Customer making false SLA credit claims may be charged a $50 administrative fee per offense.
- All SLA claims must be made within seven days of the network downtime. SLA credits may take up to 15 days to authorize, process, and post to the Customer account.
- SLA credits may not exceed the full monthly amount of the server they are being applied to.
- SLA credit claims can only be made by an authorized user on the account. All other unauthorized claims will be denied.
- SLA credits may not be stacked, i.e. claiming SLA credit on both uplink downtime, as well as power downtime during the same incident.
- In no way does the Hosting-ASAP SLA include software of any sort. Operating system reloads do not qualify in any way for an SLA credit.
- Any form of management by Hosting-ASAP of Customer software is not eligible to be included in the Hosting-ASAP SLA. Any form of hardware reconfiguration due to software or management of software is not eligible to be included in the Hosting-ASAP SLA.
- Hardware upgrades are eligible for the SLA only after 4 Hours from the scheduled time for repair passes.
- Any failure outside of the Hosting-ASAP network itself, including bandwidth carrier outages, are not eligible for SLA credit.
- Scheduled maintenance of Hosting-ASAP network is not eligible for any form of SLA credit.
- Uncontrollable Events, including but not limited to weather, natural disasters, or any other event outside the control of Hosting-ASAP are not eligible for SLA credit.
NOTE
The Hosting-ASAP SLA is subject to change or revision without notice.