Server Service Level Agreement (SLA)
Network Uptime Service Level Agreement
Host Addon Ltd guarantees network uptime to be 99.99%. This guarantee assures that our worldwide network(USA/NL,DE) and related devices are reachable from the global internet 99.99% of the time. This will include all dedicated, VPS, reseller and shared services.
Hardware Replacement Service Level Agreement (Dedicated Servers Only)
Host Addon Ltd guarantees that in the event of a hardware failure, the faulty hardware will be replaced within 4 hours of identifying the problem. In the event that this guarantee is not met, Host Addon Ltd will issue a credit which will be five times the actual amount of additional downtime. The amount of credit may not exceed the customer’s monthly recurring charge.
Requesting Network SLA Credit
In any case if Host Addon Ltd does not meet this SLA, Dedicated Hosting clients will become eligible to request credit for the downtime. If Host Addon Ltd is or is not directly responsible for causing the downtime, the customer will receive a credit for 5 times the actual amount of downtime. This means that if your server is down for 1 hour, you will receive 5 hours of credit. The amount of credit may not exceed the customer’s monthly recurring charge.
All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer’s monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of Host Addon Ltd Terms of Service or if the account is in default of payment.
Network Service Level Agreement Exclusions
Many possible situations and circumstances are completely beyond the control of Host Addon Ltd, and therefore will be excluded from this SLA.
These situations will include all the below :
Scheduled Network Maintenance – Host Addon Ltd will need to perform network maintenance occasionally to ensure optimum performance is delivered. Host Addon Ltd will do everything possible to minimize and avoid downtime during any maintenance and you will always receive a prior notification of upcoming maintenance at the e-mail address we have on file. Scheduled maintenance periods are not eligible for SLA credits.
Hardware Maintenance – Hardware in your Dedicated Server may need maintenance or replacement on some rare ocasions. Host Addon Ltd will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
Malicious Attacks – If in any case a third party which is not associated with Host Addon Ltd initiates a “Denial of Service” or other form of disabling attack against your Dedicated Server or major portions of our network, Host Addon Ltd will do everything in its power to stop the attack, but cannot guarantee a resolution time.
Legal Actions – In the case that a legal action is taken against a customer of Host Addon Ltd and Host Addon Ltd is required to act in accordance with the order, Host Addon Ltd shall not be responsible for any SLA damages.
Miscellaneous - Any additional software related maintenance, including rebuilding web accounts from backups, cloning hard drives, reloading the operating system, reloading and configuring applications, or rebuilding RAID arrays.
How to Report a Problem in case of service disruption
(24×7 Support with 30 minutes response guaranteed)
Help Desk – https://www.hostaddon.com/clients/submitticket.php
E-mail – email@example.com
Host Addon Ltd