Service Level Agreement for Dedicated Server Hosting

Our Dedicated Server Hosting Service Level Agreement (SLA) is specially tailored to the needs of an enterprise client and includes features now found in our standard SLA.

At Dedicated Servers we pride ourselves on the highest levels of quality and customer service, to give our customers peace of mind we have a guaranteed Service Level Agreement (SLA).

We Guarantee

1) 99.99% uptime (less than 5 minutes downtime per month)

The SLA refund (if any) payable in any month will be calculated as follows:

(Amount of Downtime (hours) x $Monthly Fee x 2) / 720 hr

“Downtime” refers to the time required to make the service up from the time Pachosting received written notification (by email) of the service failure to the time that the service is up.

2) 30-minute reboot (2 hours for out of office hours)

The SLA refund (if any) payable in any month will be calculated as follows:

(Amount of Extra Rebooting Time (hours) x $Monthly Fee x 2) / 720 hr

“Rebooting time” refers to the time required to reboot the server from the time Pachosting received written notification (by email)

3) 2 hours email response (4 hours for out of office hours)

The SLA refund (if any) payable in any month will be calculated as follows:

(Amount of Extra Email Response Time (hours) x $Monthly Fee x 2) / 720 hr

“Email response time” refers to the time required for Pachosting to reply the enquiry from our clients from the time the email arrived Pachosting’s mailbox.

In case the service could not meet more than one guaranteed item at the same time. Only the guaranteed item with the highest amount applies.