SERVICE LEVEL AGREEMENT (SLA)
We offer a 99.9% Uptime Guarantee. Which means your web site is guaranteed to be operational 99.9% of the time in any calendar month. This service uptime allows for 45 minutes of (HTTP) service outage per month as defined here. For each additional 45 minutes of downtime you will receive 10% credit or refund. Regardless of the number of outages, all refunds are limited to one month's hosting service fees and do not include excess usage fees or other nonstandard recurring charges.
|Network uptime for the month||Percentage of monthly credit upon proper request|
|99.9 - 100%||0% credit|
|99.7 - 99.8%||10% credit = 3 days|
|99.5 - 99.6%||25% credit = 8 days|
|99.3 - 99.4%||50% credit = 15 days|
|99.0 - 99.2%||75% credit = 23 days|
|98.9% and below||100% credit = 1 month|
We will not be held responsible for Service Outages resulting from non- Click Nethosting operated equipment including, but not limited to, Internet NAP failures, upstream network outages or congestion and backbone failures. Additionally, we will not be held responsible for delays in the registration or transfer of a domain due to InterNIC-related issues, unscheduled outages, web site specific outrages and outages resulting from malfunctioning customer scripts or applications that are installed by the customer, or for unusual traffic spikes or "denial of service" attacks on customer web sites.
Cloud servers, services under bare metal environment, dedicated servers and virtual private servers only applies towards our hardware level network level SLA and does not qualify for any credit under this server uptime guarantee.
Refunds will be issued upon request by the customer and upon determination that a service outage, as defined by this guarantee, has occurred. To be eligible for a refund, the refund request must be made at the end of the month for the current month (last day of the current month) or within the 1st five (5) days of the month for the previous month.