Service Level Agreement
In these agreements "you" and "your" refer to each customer and its agents, including each person listed in your account information as being associated with your account, and "we", "us" and "our" refer collectively to (theironservers).
We offer 99.99% uptime guarantee on nearly all our hosting services, the SLA is excluded from DDoS protection add-on & virtual servers with 128MB or less RAM. To be able to be eligible for receiving extension and/or credit your account must be in good standing with no overdue invoices and must not have breached any part of our terms and conditions.
In the event of downtime, we may apply either account credit or extension to your affected service at the rate of 5% for every 30 minutes of downtime. You may make multiple claims in any given month for different periods of downtime up to a maximum of 100% of your monthly payment.
For the purpose of claiming SLA credit, downtime starts from the time you notify us of the downtime occurring.
All requests must be submitted within 7 days of the reported downtime and must include the ticket number of the service interruption report.
SLA credit will not apply to customers in breach of any part of our terms and conditions or has overdue invoices.
In addition, SLA credit will not be issued for:
- - Downtime of virtual servers caused by the customer
- - Breach of terms of service/service suspensions
- - Scheduled maintenance
- - Network issues outside our routers such as local connection problems
- - DDoS attacks (including those under protection)
Please ensure you have read our Terms & Conditions, which complement this SLA.