Service Level Agreement

Service Policies

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) of Downtime.

Replacement Guarantee

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”).

Network Uptime

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

Exceptions

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 SLAs;

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

    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.

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