Service Level Agreement

Host Depot is committed to maintaining a reliable, high-speed network with a guaranteed network uptime of 99.9%. We will credit a percentage of a months fee for any excess downtime that is experienced due to circumstances within our control. This guarantee applies to any customer who has purchased service and whose account is in good standing.

  1. 99.9% Uptime Guarantee

    Host Depot's network uses multiple, redundant, high-speed connections providing fast, reliable connectivity. We understand the importance of providing a reliable service and have developed the following level of service to ensure maximum performance and uptime. The Host Depot Service Level Agreement (SLA) provides for maximum network quality and availability.

  2. Coverage

    These guidelines apply to Host Depot customers that have registered for either Shared Hosting Services, Dedicated Hosting Services, or Co-located Hosting Services (collectively, the "Services") and who are in good financial standing with Host Depot, Inc.

  3. Service Level

    Host Depot endeavors to have the customer's service available for access by third parties 99.9% of the time ("Availability"), in a given month, excluding the restrictions below. Downtime exists when third parties are unable to transmit and receive data and Host Depot records such failure within its monitoring systems. Downtime is measured from the time the trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data.

  4. Technical Support

    Our support representatives monitor our e-mail, chat, and phone systems 24 hours a day. We strive to close any open ticket within 24 hours or less in most cases. Response time depends on the number of requests currently in Host Depot's support queue.

  5. Credits

    In the event that there is no Availability, Host Depot will credit the following month's service fee as follows.

    For Shared Hosting services, such credit will be retroactive and will be as calculated below and as measured 24-hours a day in a calendar month, with the maximum credit not to exceed the monthly service charge for the affected month. The monthly service charge is described as the monthly hosting fee only. Domain charges and additional service charges are not considered part of the monthly hosting fee and are not applicable to this SLA.

    Availability Credit
    95% to 99.8% 25% Credit
    90% to 94.9% 50% Credit
    89.9% or below 100% Credit

    For Dedicated and Colocation Hosting services, if the Availability is between 98.9% and 99.9% for any particular month, the credit will be retroactive and equivalent to the difference between the guaranteed level of availability of the customer's services during the month and the calculated actual level of Availability of the customer's services, multiplied by the actual charges incurred by the customer for the services during that month. In addition, for Dedicated and Co-Located Hosting services, customers may be entitled to additional credits as calculated below and as measured 24-hours a day in a calendar month, with the maximum credit not to exceed fifty percent (50%) of the monthly service charge for the affected month. The monthly service charge is described as the monthly hosting fee only. Domain charges and additional service charges are not considered part of the monthly hosting fee and are not applicable to this SLA.

    Minutes of Continuous Downtime Credit
    60 to 179 Minutes 25% Credit
    180 Minutes or More 50% Credit

    In order for customer to receive a credit on their account, customer must request such credit within ten (10) business days after customer experienced no Availability. Customer must request credit by sending an e-mail to our billing group from our e-mail form. For security, the body of this message must contain customer account number, the dates and times of the unavailability of customer web site, and such other customer identification requested by Host Depot. Credits will usually be applied within sixty (60) days of customer credit request. Credit to customer account will be customer's sole and exclusive remedy in the event that there is no Availability.

  6. Restrictions
    Credits will not be provided to customer in the event that customer has no Availability resulting from (i) scheduled maintenance as posted from time to time via e-mail bulletins and at HostDepot.com, (ii) customer behavior including acts or omissions of customer, or any use or user of the service authorized by customer, or the performance or failure of customer's equipment, facilities or applications, or customer's ISP or connection to the internet, or (iii) circumstances beyond Host Depot's reasonable control, including, without limitation, acts of God, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of customer's service.

 
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