Service Level Agreement
We understand the necessity of high availability to our customers and
make every effort to provide services that consistently exceed your
expectations. The following service levels are designed to assure you
of ultimate performance and maximal uptime. Each service level specifies
the Service it is applicable to, the service level that applies, and
how service credits are calculated for each service.
CentrioHost guarantees that its power and service will be available
100% of the time in a given month. You will get Service Credit of
Five percent (5%) of the Net MRC for each hour (or fraction thereof)
CentrioHost guarantees the functioning of all Hardware/Services,
and will replace or repair any failed component at no cost to you
within 1 hour of CentrioHost identification of the failed hardware/services
(the “Replacement Guarantee”).
Due to our extensive network infrastructure, CentrioHost can provide
its customers with a 100% Network Uptime Guarantee. In the event
that any service does not experience 100% uptime in a given month,
CentrioHost will credit 5% of customer’s base monthly service fee
for the first hour of downtime and subsequently an additional 5%
for each hour of downtime thereafter with a maximum of an 80% refund.
Any emergency scheduled downtime taken by CentrioHost will not apply
towards this downtime calculation, nor to the credit calculation.
This guarantee applies to CentrioHost’s network uptime and not to
any hardware, software or services running on a customer’s server.
Account credits will be issued when an SLA credit request is made
by the client. All requests for credits must be made within 3 days
of the incident. All requests for credits must be made by creating
a support ticket at https://billing.centriohost.com
CentrioHost cannot be held liable for server downtime or data loss
in any circumstance unless due to direct negligence including but
not limited to the following circumstances:
i) Circumstances beyond CentrioHost’s reasonable control, including,
without limitation, acts of any governmental body, war, insurrection,
sabotage, embargo, fire, flood, unavailability of or interruption
or delay in telecommunications or third party services, failure
of third party software or inability to obtain raw materials, supplies,
or power used in or equipment needed for provision of the CentrioHost
ii) Failure to access circuits to
the CentrioHost’s Network, unless such failure is caused Solely
iii) Scheduled maintenance
and emergency maintenance and upgrades.
iv) DNS issues outside the direct control of CentrioHost.
v) False SLA breaches reported as a result
of outages or errors of any CentrioHost’s uptime monitoring system.
Net MRC means
In respect of hosting services, the monthly recurring charge for
the affected hosting Service for the configuration experiencing
the issue, but excluding any add-on or optional Services which are
not included as part of the standard hosting plan but are included
as part of such customer’s monthly recurring charge. In respect
of Cloud Services, your Net MRC will be based on your previous month’s
usage for the affected Service where applicable or, alternatively,
your average usage for the affected Service being pro-rated.