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Website HOSTel is dedicated to serving our customers. With a host of support
methods to ensure that any questions you have are dealt with fast.
Coverage Definitions:
This Website Uptime Service Level Agreement (SLA) applies to you ("customer")
if you have ordered hosting account services from Website HOSTel (the "Services")
and your account is current (i.e., not past due) with Website HOSTel: Shared
Web Hosting Plans (Silver, Gold, and/or Platinum Accounts), and Dedicated Server
Plans. The term "Website Uptime" means the percentage of a particular
month (based on 24-hour days for the number of days in the subject month) that
the content of customer's Website is available for access by third parties via
HTTP and HTTPS, as measured by Website HOSTel systems/services.
Goal:
Website HOSTel's goal is to achieve 100% Website Availability and Uptime for
all our customers.
Remedy:
If the Website Uptime of customer's Website is less than 99.9%, Website HOSTel
will issue a credit to customer in accordance with the following schedule, with
the credit being calculated on the basis of the monthly service charge for the
affected Services (per section 3 and 4 below):
Website Uptime Credit Percentage
- 99.9 to 100% 0%
- 98% to 99.8% 10%
- 95% to 97.9% 25%
- 90% to 94.9% 50%
- 89.9% or below 100%
Downtime Amounts:
Website Downtime in Minutes Credit Percentage
- less than 42.2 mins 0%
- 42.3 - 864 mins 10%
- 865 - 2160 mins 25%
- 2161 - 4320 mins 50%
- greater than 4320 mins (72 hrs) 100%
Assumed a 30 day month, 43200 minutes in a month, 1440 minutes in a day
Exceptions:
Customer shall not receive any credits under this SLA in connection with any
failure or deficiency of Website Availability caused by or associated with:
- Circumstances beyond Website HOSTel's control including, war, strike or
other labor disturbance, unavailability/interruption/delay in telecommunications,
virus attacks and/or hackers, third party software failure (free scripts,
ecommerce software, Merchant Gateways), fire, flood, tornado, earthquakes,
acts by any governing body, embargo, boycott, or inability to obtain supplies,
raw materials, or power used in or equipment needed for provision of this
Service Level Agreement
- failure of access circuits to the Website HOSTel Network, unless the failure
is caused solely by Website HOSTel
- emergency maintenance, scheduled maintenance, and system upgrades
- domain name system (DNS) problems outside of the control of Website HOSTel
- issues with FTP, POP, IMAP, or SMTP customer access
- customer's acts or omissions (or acts or omissions of others engaged or
authorized by customer), including, without limitation, custom scripting or
coding (ie., PHP, Python, CGI, Perl, HTML, ASP, etc...), any negligence, willful
misconduct, or use of the Services in breach of Website HOSTel's Acceptable
Use Policy;
- problems elsewhere on the internet that prohibit you from viewing your
account. Website HOSTel is not responsible for browser, DNS, or other caching
that might make it appear your site is unavailable even though others can
still access your information. This guarantee covers areas Website HOSTel
controls such as our servers, routers, and switches.
Credit Request and Payment Procedures:
In order to receive a credit, customer must make a request by sending an email
message to
This email address is being protected from spam bots, you need Javascript enabled to view it
This email address is being protected
from spam bots, you need Javascript enabled to view it Each request in connection
with this SLA must include customer's account number (domain name) and the dates
and times of the unavailability of customer's Website. The request must be received
by Website HOSTel within ten (10) business days after customer's Website was
not available. If the unavailability is confirmed by Website HOSTel, credits
will be applied within two billing cycles after Website HOSTel's receipt of
customer's credit request.
Notwithstanding anything to the contrary herein, the total amount credited
to customer in a particular month under this SLA shall not exceed the total
hosting fee paid by customer for such month for the affected Services. Credits
are exclusive of any applicable taxes charged to customer or collected by Website
HOSTel and are customer's sole and exclusive remedy with respect to any failure
or deficiency in the Website Availability of customer's Website.
We may modify any of the terms and conditions contained in this Service
Level Agreement, at any time and in our sole discretion, by posting a change
notice or a new agreement on our website.
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