Service Level Agreement

You focus on your business, we’ll worry about your servers

Services SLA ________ Last Revision: 13-10-2014

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.

HostSEO Networks provide a reactive hosting service for all websites and offer a 100% of Guarnteed Network Uptime. We do not constantly check the websites we host to ensure they are functioning correctly as routine use, maintenance and software updates can affect website functions. It is therefore the responsibility of the client to ensure their website is opporating as it should. ‘Always on’ and ‘managed hosting services’ support can be provided and can be quoted on on a case-by-case basis.

Power And Service Availability

HostSEO 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) of Downtime.

Replacement Guarantee

HostSEO guarantees the functioning of all Hardware/Services, and will replace or repair any failed component at no cost to you within 1 hour of Team HostSEO’s identification of the failed hardware/services (the “Replacement Guarantee”).

Network Uptime

Due to our extensive network infrastructure, HostSEO 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, HostSEO 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 HostSEO will not apply towards this downtime calculation, nor to the credit calculation. This guarantee applies to HostSEO’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://robot.hostseo.com to BILLING department.

Exceptions

HostSEO 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 HostSEO’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 HostSEO SLAs;

ii) Failure to access circuits to the HostSEO’s Network, unless such failure is caused Solely by HostSEO.

iii) Scheduled maintenance and emergency maintenance and upgrades. HostSEO reserves up to 1 hour of server unavailability per month for maintenance purposes.

iv) DNS issues outside the direct control of HostSEO.

v) False SLA breaches reported as a result of outages or errors of any HostSEO’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.

Technical Support

HostSEO provides Customer with fully managed technical support on setup of Customer’s account on one or more of the HostSEO’s servers, access, and other server related issues to the primary technical contact free of charge. Our servers are monitored 24 hours per day, 7 days per week, 365 days per year and support agents are available by Livechat, Support Ticket (Helpdesk System) or, E-mail as posted in the support section of the Company’s website. Please send us a message with the full description of the problem and Customer’s account username. Please do not send multiple messages on the same issue. Email issues must be addressed to the appropriate email account specified in the support section of the Company’s website.

Response times

Support, unless noted otherwise in a supplementary service level agreement, technical support is provided by HostSEO on a first-come, first-served “best effort” basis. We aim to at least acknowledge, if not fully answered, all emails to our advertised support address ([email protected]) within 1 working hour. We aim to answer the phones during working hours, but under times of high demand or staff sickness, may defer to an answering service where we promise to return all messages as soon as possible.

Born in 2004 ... Trusted By Clients n' Experts

SEO Stars

hostseo is a real deal, their prices are very competitive but the most important is their support. There is a machinery behind the name that
Read More

Read More

Ernesto H. Manager at City Plus Oy
SEO Stars

After having worked with hostseo as a part of a bigger company I have chosen to work with them when a need to have a
Read More

Read More

Aleksandra L. CEO at Shopping Mate
SEO Stars

We are operating a worldwide network of servers with high quality standards requirements, we’ve found hostseo to be our perfect partner for some of our
Read More

Read More

Marco P. Entrepreneur
SEO Stars

hostseo delivered to us high quality of services in various ICT related fields. Amazing Support with fast response. They are very warm hearted and have
Read More

Read More

Jaspreet S. Entrepreneur
SEO Stars

Not only great pricing for a fully managed VPS, but by far one of the best customer service / tech staff in web hosting land!
Read More

Read More

Manuela P. Internet Professional