To ensure that customers are provided a service level consistent with the high expectations of both The Website Hoster and our customers, we have the following Service Level Agreement (SLA) covering service interruptions related to network, power, and hardware.
100% Uptime on Power and Network
The Website Hoster will provide each VPS and dedicated server client 100% uninterrupted transit to the Internet and 100% uninterrupted electrical power to each VPS server.
The Website Hoster provides unmanaged services. As a result, we do not actively monitor downtime of individual devices, and as such, The Website Hoster will not be held liable for unreported downtime in situations where the downtime is isolated to a single customer.
Service interruption that is caused by equipment and/or events that are the effect of or under the control of the client.
No part of this agreement shall cover loss of power or network as a result of the client’s utilisation of remote power or network management tools that may be made available to them by The Website Hoster.
No part of this agreement covers service interruption that is caused by one or more devices on our network being the target or source of a DoS, DDoS, or other form of malicious attack.
No part of this agreement covers outages or other service interruption that is caused by scheduled or emergency network and systems maintenance.
Billing related service interruptions are not eligible unless they are a result of human error by a representative of The Website Hoster. Services experiencing billing related downtime as a result of the action or inaction of an automated system (such as a PayPal subscription) are ineligible for SLA credits.
Service interruptions that are caused by the misconfiguration or mismanagement of the customer (e.g. an incorrect network configuration on the device) are not eligible.