The First2Host Service Level Agreement
Our Service Level Agreement protects our users in the unfortunate event network or equipment issues arise and a loss of service is seen. Our Service Level Agreement does not cover any sort of software issues inside your services that cause an outage. Software is always the end users responsibility but, if you have an Enhanced Support policy we can help you fix issues especially with cPanel. Our products have different requirements for an SLA claim and this document will tell you how to make a claim under the services you run.
Dedicated Servers and VPS Servers
All users of Dedicated and VPS servers have access to our free Blacklist and Heartbeat tracking service. To make a claim under our SLA you should be using this server to monitor your Dedicated or VPS service. Each week you will receive a weekly email detailing your uptime. If your uptime is below 99% then you are entitled to make a claim under our SLA. To do this simply open a ticket to our Billing team who will refund you your service fees for the effect outages.
Web Hosting, Reseller Hosting and Shoutcast Hosting
You can make a claim if you believe your services were offline for any period of time. We will verify this with our monitoring system and your claim will either be accepted or rejected.
How is SLA Compensation Worked out?
We take your service cost and divide it by the number of days in that particular month. For each day that your service uptime goes below 99.99%, we will refund you that days service up to a maximum value of the cost of that service for the month.
For a successful Service Level Agreement claim you must;
- Be using our free or paid Heartbeat and Blacklist tracking service to monitor your service.
- You must provide your uptime report which is emailed to you each week
- Your services should still be active
All claims are paid a form of credit and can be used against your service or for any other products or services you may wish to purchase.
How was this article? – The First2Host Service Level Agreement
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