This agreement outlines the conditions of which we will compensate our clients for downtime in addition to how you're compensated.
What's Covered
We currently back the following with our services:
- NETWORK - We guarantee a monthly 99.9% network availability to our services. If our service does not maintain this agreement during the course of a month, the affected service will be covered by our SLA.
- HARDWARE - We guarantee a monthly 99.9% infrastructure availability to our services. If our service does not maintain this agreement during the course of a month, the affected service will be covered by our SLA.
- DDoS PROTECTION - We guarantee protection against Denial of Service attacks. If we are unable to mitigate a denial of service attack within 5 minutes, the affected service will be covered by our SLA.
What's Not Covered
The following reasons are exempt from our SLA agreement:
- PLANNED MAINTENANCE - Sometimes patches require reboots in order to stay secure and compliant, this will leave the host server unavailable for a short period of time - because of this we'll announce all planned maintenance in advance.
- SOFTWARE - Software is not within the scope of our service, therefore we do not cover errors, crashes or any service interruptions caused by software.
- CLIENT INTERRUPTIONS - We do not cover issues caused by the client such as installing third-party files and software, custom scripts or boot flags.
- RESOURCE LIMITS - It is the users responsibility to ensure they do not exceed their quotas, interruption to service because of this is not covered.
- OUT OF OUR CONTROL - Force majeure or any 'act of God' which results in failure of service. E.g. OVH SBG-2
Changes
URHOST reserves the right to change this policy at any time, you should refer back to this policy periodically to check for updates.
