Service Level Agreements

Above and Beyond Hosting Services

We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations. We offer the following levels of service to ensure maximum availability and performance in these critical areas:

Service Level Agreements

 

Hostway Services Features

Network Availability

We guarantee that our network will be available 100% of the time (excluding scheduled maintenance). Should a network outage occur, Hostway will credit the customer day credit of the server’s monthly fee for any downtime (up to, but not exceeding, 100% of one monthly payment). The credit will be applied toward future payments.

Network uptime includes the functioning of all network infrastructure, including cabling, switches, and routers. Services or software running on your server are not included in the definition of our network. Network downtime exists if your server is unable to transmit and receive data, and if a ticket is opened for the issue in the Hostway ticket tracking system.

Contact your Account Manager for additional information and terms regarding Hostway’s Uptime Guarantee.

Infrastructure Guarantee

We guarantee that critical systems, including power and HVAC, will be available 100% of the time (excluding scheduled maintenance). Should a critical system failure outage occur, Hostway will credit the customer day credit of the server’s monthly fee for any downtime (up to, but not exceeding, 100% of one monthly payment). The credit will be applied toward future payments.

Critical systems include functioning of all power and HVAC infrastructure, such as 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 Hostway ticket tracking system. Critical system downtime is measured from the time the ticket is opened to the time the problem is resolved and the server comes back online.

Contact your Account Manager for additional information and terms regarding Hostway’s Uptime Guarantee.

Hardware Guarantee

We guarantee the proper function of your leased hardware components and will replace any failed component at no cost to you. Hostway will resolve all hardware issues within one hour of Hostway’s confirmation that there is a hardware failure. Upon customer’s request, Hostway will issue a day credit to the affected customer, assuming their server is not operational (excluding scheduled or emergency maintenance) within one hour from the time Hostway is notified of the problem through the trouble ticket system. For each additional one-hour period that the customer’s server is not operational, the customer may receive an additional day credit. The total number of day credits available to the customer in a particular month will be limited to 30.

Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card, and other related components included under the server lease. Delinquent customers may not take advantage of our Service Level Agreement.

Contact your Account Manager for additional information and terms regarding Hostway’s Service Level Agreement.

This is a brief overview of our SLA, and does not supersede any existing contractual agreements between Hostway and its customers, nor does it imply any agreement without a server contract. All credits must be requested by the customer within three days of the reported downtime, and the downtime must be from a single occurrence.

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