Service Level Agreement (SLA)
Service Level Agreement
This Service Level Agreement (SLA) covers the availability and uptime of our hosting services.
Coverage
This SLA applies to any hosting customer in good financial standing at the time of a service outage.
Service Level
We guarantee server uptime and HTTP access of 99.9% on our hosting plans.
Compensation
In the event that that the average availability of your Web sites (served by us) falls below our guarantee as outlined in this SLA, we will credit the monthly service charge for the Service as calculated below, with the maximum credit not to exceed the monthly service charge for the affected month for hosting. For purpose of SLA, uptime is calculated on a monthly basis.
|
Hosting Package |
99.9% to 100% |
< 99.9% |
| Basic |
0% |
25% |
| Advanced |
0% |
50% |
| Mega |
0% |
100% |
| |
Monthly Fee Refund |
In order to receive a credit, you must request the credit within seven (7) days after you experienced the incident of web site unavailability. You must request your credit by sending an e-mail to sales @ geniteas.co.uk. The body of this message must contain the address of the affected web site, the dates and times of its unavailability, and your personal information on our records. Credits will be granted within fourteen (14) days of your credit request if we confirms the unavailability. No credit will be given if we cannot confirm the unavailability of the website in question. The claimant is responsible for supplying any logs that demonstrate unavailability.
Credit to your account shall be your sole and exclusive remedy in the event of an outage. All credits given by us are non refundable and may only be used to pay current or future service fees.
Restrictions
Credits shall not be provided to you in the event that you have no Web Site Availability resulting from (i) scheduled maintenance, (ii) your behavior or the performance or failure of your equipment, facilities or applications, or (iii) circumstances beyond our reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your Web Site.
Limitations
Some connection issues are beyond our control. There may be times when you can't access your Web site or other services due to routing issues with your ISP or other technical difficulties your ISP may be experiencing. We will not be responsible for such issues. The uptime of our service is determined by our monitoring agents and not any one client's experience.
500MB Disk Space
