Service Level Agreement (SLA)

Coverage
This web site availability service level agreement (SLA) applies to you if you have ordered any hosting plan (”service”) and you are in good financial standing with UnderHost.

Service Level
UnderHost endeavors to have network connectivity available for http access by third parties 99.9% of the time (”web site availability”).

Credits
In the event that there is no web site availability, UnderHost will credit the monthly service charge for the service as calculated below and as measured 24 hours a day in a calendar month. The maximum credit is not to exceed the monthly service charge for the affected month:

Uptime Guarantee Credit (percentage based on monthly fees)
99.9% - Guaranteed
95% to 99% - 20%
90% to 94.9% - 40%
89.9% or below - 60%
79.9% or below - 80%
69.9% or below - 100%

In order for you to receive a credit on your account, you must request such credit within seven (7) business days after you experienced no web site availability so that we may check our stats and your stats. You must request credit by sending an electronic mail message to our sales. For security, the body of this message must contain your domain name, the dates and times of the unavailability of your web site, and such other customer identification requested by UnderHost. Credits will usually be applied within sixty (60) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event that there is no web site availability.

Restrictions
Credits shall not be provided to you in the event that you have no web site availability resulting from (i) scheduled maintenance, (ii) your behavior or the performance or failure of your equipment, programs or applications, or (iii) circumstances beyond UnderHost’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, ddos, hacker, 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 your Web Site.

Limitations
Online problems occur continuously. There might come a time when you cannot access your website or any other service. This is not necessarily due to UnderHost. Perhaps your ISP is experiencing technical difficulties, or there might be a routing problem between your ISP and the data center utilized and maintained by UnderHost, making communication difficult or impossible. We cannot bear the responsibility of such problems. Our monitoring agents determine the uptime of our service, and not any one client’s experience.

VPS/VPSes Service Level Agreement
UnderHost guarantees network availability for our public Internet network to be 100%. In the event that our network does not experience 100% network uptime in a given month, UnderHost will refund 5% of the customer's monthly service fees for those servers affected, for each hour of network downtime experienced up to 50% of the monthly service fees for those servers affected.

Terms

All SLA claims must be filed by opening a support ticket through our client portal within 7 days of the incident. The support ticket must include all relevant information including server name, IP address, full description of the incident and any logs (if applicable). All SLA credits will be issued as service credits against future invoices.

Network downtime is measured from the time the network is 100% unreachable until connectivity has been restored. Any scheduled downtime or network maintenance will not apply towards this downtime calculation. The 100% Network Uptime guarantee does not apply to any software or services running on a client's server, nor to any hardware within a client's server.

Servers Restore
UnderHost is not responsible for the restoration of data to server. We strongly recommend that your purchase backup options for your server, and keep copies of your data off-site with you for emergency purposes. If hardware failure and data loss occur, you the client, are responsible for data restoration. UnderHost shall not be liable for loss of data under any circumstance.

Hardware Replacement
Hardware replacement will occur within 1 - 8 hours of the reported problem, UnderHost will refund 5% of the monthly fee per additional 8 hours of down time (up to 100% of customer’s monthly fee). In order to reduce replacement hardware downtime, we keep a certain quantity of pre-built systems on hand to swap out hard disks so that your server can be back up in the shortest amount of time. For hard disk failures, we keep pre-installed drives with our standard partitioning for immediate deployment. In order to request a SLA hardware violation credit, you must within 10 days of reported violation contact our sales. SLA violations will be reviewed by our personnel Monday - Friday 9AM to 5PM GMT. *Hardware SLA violations do not cover network violation*

14 Day Money-Back Guarantee:

UnderHost's shared and reseller hosting plans are backed by a 14 day money-back guarantee.* If you are not completely satisfied with our web hosting services, the full contract amount less any overages will be refunded if UnderHost is notified during the first 14 days of service following activation. No refund is available after 14 days. This money-back policy does not apply to semi-dedicated hosting, virtual private servers, dedicated servers, domain name registration or any additional services such as overages, disk space, bandwidth, IP addresses, etc.

* If you received a free domain name with your web hosting order, the money-back guarantee does not apply.