Website Hosting Service Level Agreement

We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations. The following is a summary of the kinds of levels of service that HOSTING offers its customers to ensure maximum availability and performance. Please contact customer support for additional information and terms regarding the HOSTING SLAs.

Network Availability

We guarantee that our network will be available 100% of the time (excluding scheduled maintenance and emergency maintenance). If we incur an outage to the HOSTING network, HOSTING will credit the affected customer 1/360th of the recurring base annual fee paid by the customer for the affected network services for every 30 minutes of downtime (up to, but not exceeding 100% of one annual payment, and the credit will be applied toward future payments).

Network uptime comprises the functioning of all network infrastructure including cabling, switches and routers. Services or software running on a customer's server are not included in the definition of the HOSTING network. Network downtime exists if a customer's server is unable to transmit and receive data and a ticket is opened for the incident (via email or phone call). Network downtime is measured from the time the ticket is opened regarding downtime to the time the problem is resolved.

Infrastructure Guarantee

We guarantee that the HOSTING critical environmental systems, including power and HVAC, will be available 100% of the time (excluding scheduled maintenance and emergency maintenance). If an outage occurs due to critical system failure, HOSTING will credit the affected customer 1/360th of the recurring base annual fee paid by the customer for the affected critical systems for every 30 minutes of downtime (up to, but not exceeding 100% of one annual payment, and the credit will be applied toward future payments).

Critical systems include functioning of all power and HVAC infrastructure including UPS equipment and cabling. Power supplies of individual servers are not included. Critical systems downtime exists when a customer's server is shut down due to power or heat problems and a ticket has been opened for the incident in the HOSTING ticket tracking system. Critical system downtime is measured from the time the ticket is opened regarding server downtime to the time the problem is resolved and the server comes back on line.


This web page is an overview of our service level agreement. Delinquent customers may not take advantage of our SLA. All credits are applied to the customer's account within 3 days of the reported downtime, and the downtime must be from a single occurrence. A credit notification is sent to the customer at the time that it is applied to the customer account.

Please contact your account manager for additional information and terms regarding the HOSTING service level agreement.

Last Modified: Wednesday, February 15, 2017 @ 11:33 am PST