Service Level Agreement
The Service Level Agreement (SLA) is a brief document that outlines the level of service and support a company commits to providing to its customers. It defines the uptime guarantees, response times, and compensation in case of any service disruptions.
ProtozoaHost is committed to providing exceptional services with high availability to our valued customers. We have designed the following service levels to ensure optimal performance and maximum uptime. Each service level specifies its applicability, the guaranteed level of service, and how service credits are calculated in case of any unforeseen issues.
ProtozoaHost guarantees a 100% Network Uptime for its reactive hosting service. However, routine maintenance and software updates may affect website functionality, and it is the client’s responsibility to ensure their website operates smoothly. For managed hosting services and ‘always on’ support, customized quotes can be provided on a case-by-case basis.
Power and Service Availability:
We guarantee that our power and services will be available 100% of the time in a given month. In case of any downtime, you will receive a Service Credit of 5% of the Net MRC for each hour (or fraction thereof) of Downtime.
You can rely on us for the functioning of all Hardware/Services. If any hardware or services fail, we will replace or repair them at no cost within 1 hour of identification.
Our extensive network infrastructure allows us to provide a 100% Network Uptime Guarantee. In the rare event of any service experiencing downtime, we will credit 5% of the customer’s base monthly service fee for the first hour and an additional 5% for each subsequent hour, up to a maximum of 80% refund. Emergency scheduled downtime by ProtozoaHost will not be included in this calculation.
There are certain circumstances beyond our control where we cannot be held liable for server downtime or data loss. These include acts of governmental bodies, war, sabotage, or failure of third-party services. Scheduled maintenance and emergency upgrades are also excluded.
ProtozoaHost provides fully managed technical support to the primary technical contact at no charge. Our servers are monitored 24/7, and support agents are available through Livechat, Support Ticket, or Email. Response times for support emails are within 1 working hour, and phone calls are attended during working hours.
We are committed to providing exceptional services and resolving any issues promptly to ensure a seamless hosting experience for our customers. For any support inquiries, please contact us at [email protected].