Service Level Agreement

 

Service Level Agreement

Outstanding Support Guarantee
As part of our outstanding support guarantee, ChinaHoster will:
-Respond to support tickets within 20 minutes
-Provide an initial response within 90mn
-Resolve the issue within 24 hours

Network Uptime Guarantee
ChinaHoster guarantees to provide a 99.9% network uptime and connectivity to the global internet.

Exclusions
The possible situations below are beyond the control of ChinaHoster and as such are not covered by our Service Level Agreement:
-Scheduled Network Maintenance (by ChinaHoster or the Datacenter that we use)
-Networking routes investigation
-Hardware Maintenance
-Software Maintenance
-Issued caused by clients actions or use of third party scripts
-DDOS & Other Malicious Attacks
-Legal Actions & Government Notices

Compensation
-Between 45mn and 3 hours: 10% of Monthly Cost
-Between 3 hours and 6 hours: 25% of Monthly Cost
-More than 6 hours: 50% of Monthly Cost

The combined SLA credits claimed in a single month shall not exceed 50% of the service monthly cost.

All SLA Compensation claims are issued in terms of credits to client account. No monetary refund would be provided as compensation.

All SLA compensation claims must be submitted through our support ticket system within 10 days of the downtime event occuring.

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