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.
CentrioHost 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
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
Team CentrioHost's 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://robot.centriohost.com to
BILLING department.
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. CentrioHost reserves up to 1 hour of
server unavailability per month for maintenance purposes.
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.
Technical Support
CentrioHost provides Customer with fully managed technical support on setup of
Customer’s account on one or more of the CentrioHost’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 CentrioHost 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.
