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UnitedHosting Service Level Agreement (SLA)

This SLA covers VPS Cloud Hosting and Managed Dedicated Servers.

This service level agreement (SLA) defines our responsibility as your provider and how service credit is provided should those responsibilities fail to be met. We take uptime extremely seriously and in trusting UnitedHosting with your web requirements we strive to ensure you will never need to worry about your server. UnitedHosting guarantees 100% uptime for your server, this SLA covers 3 key areas in the event of unscheduled service downtime.


Network

Our network has been carefully engineered from the ground up to provide diverse redundancy at every point. Only premium bandwidth providers are used, as well as top of the range Juniper and HP hardware. We guarantee 100% uptime on our network, which is defined as the connection from the network card on your server to the outbound port of the datacentre.

Guarantee: We guarantee 100% network uptime. In the event of a network outage we will add to your account a 5% credit of the monthly service fee for every 30 minutes of downtime.


Infrastructure

UnitedHosting has fully redundant Uninterruptible Power Supply (UPS) systems as well as backup generators during utility power outages. Environment temperature is monitored and maintained by multiple air conditioning systems (full N+1 redundancy).

Guarantee: We guarantee 100% infrastructure uptime. In the event of an infrastructure outage we will add to your account a 5% credit of the monthly service fee for every 30 minutes of downtime.


Hardware

UnitedHosting guarantees the functionality of all server hardware components and will replace any failed component at no cost to the client. Hardware is defined as the Processor(s), RAM, Hard Disk(s), Motherboard, NIC card, and other hardware component within a server.

Guarantee: Hardware replacement will begin immediately upon identification of the hardware failure and is guaranteed to be complete within 2 hours of problem identification. We will add to your account a 5% credit of the monthly service fee for every 1 hour of additional time taken to replace failed hardware components.


Limitations

SLA credit will not apply if the customer is in breach of any part of our terms of service, or we suspend the service or any part of it in accordance with those terms, e.g. suspension of service due to overdue invoices.

UnitedHosting can only be responsible for its network and not for general conditions on the Internet. Delays that occur outside UnitedHosting's routers caused by ISP failures, congestion, interruption of or delay in transportation, unavailability of, interruption or delay in telecommunications, or third party services (including DNS propagation) resulting in degradation of service cannot be guaranteed by UnitedHosting.

The time required to replace hardware does not include software reinstallation and/or data recovery from backups (this time frame depends on the size of disk and amount of data).

SLA credit will not apply if the failure is due to a Force Majeure event; or the failure is due to a scheduled Service outage; or if the fault is not reported to us via the helpdesk with corresponding acknowledgement and ticket ID.

The maximum SLA credit that a customer can receive in any calendar month is an amount equal to 100% of the monthly service fee.

Service Level Agreement claims are given in the form of credit to your account; this credit can then be offset against hosting or other services purchased from us in the future. For the avoidance of doubt, the credit cannot be applied to any invoice already levied at the time we apply the credit to your account, and cannot be refunded to a credit card, bank account or payment provider.


Credit Requests

To receive an SLA credit please open a request via our helpdesk within 10 days of the outage. Please include a related ticket ID where you reported the fault to us, dates and times of unavailability, and any other information. Once a request has been verified we will credit your account within 30 days on your next invoice.


Please ensure you have read and agreed to our Terms of Service which compliment this SLA.



UnitedHosting SLA v1.4 (January 2012).

UK Web Hosting, Reseller Hosting and Managed Dedicated Servers