Service Level Agreement
Packet Loss over the Internet
PyRoHoSt guarantees less than 1% average packet loss over the internet within Australia. Packet Loss is calculated by averaging measurements between various points on the PyRoHoSt network during the calendar month. If our average packet loss is more than 1% in any one month period, one full weeks's service credit will be awarded. If any refunds for the Uptime Policy are claimed within any 6 month period, a customer is not liable for this credit as well, unless at the discetion of PyRoHoSt.
Service Level Agreement SLA / Uptime Policy
All our hosting products (including Shared Hosting & Reseller Hosting) come with a 99.9% Network & 99.5% Uptime availability commitment. In any 6 month period that our hosting services fail to have an average availability of 99.5%, clients can request a free plan upgrade to the next plan (on shared hosting plans) or an additional free month of hosting on the same plan. The stated figure of 99.5% equates to approximately 3.5 hours of allowable downtime per month, for the stated 6 month period that becomes a total allowable accumulative downtime of 21 hours/6 months. Please note that downtime is considered as only that which causes complete website outage, either by network/hardware failure or due to our own administration errors. The following cases are considered beyond our control and will not be eligible for a free month or free upgrade:
* Downtime due to Acts of any governmental/law enforcement/legal body
* Downtime due to any and all natural disasters, including, but not limited to, fire and flood
* Downtime due to wars, insurrection, sabotage, armed conflict, embargo, strike or other labor disturbance
* Downtime due to interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services
* Downtime due to virus attacks or hackers, failure of third party software (including, but not limited to, ecommerce software, payment gateways, chat, statistics or free scripts)
* Downtime due to inability to obtain raw materials, supplies, or power used in or equipment needed to maintian normal services
* Downtime due to scheduled maintenance, emergency maintenance, upgrades, DNS issues outside our direct control, issue with FTP, FTPES, POP, IMAP, or SMTP customer access
* Downtime due to customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, but not limited to, custom scripting/coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of our Acceptable Use Policy
* Downtime and Disruptions of any email or webmail delivery and transmission, DNS (Domain Name Server) Propagation
* Downtime due to outages elsewhere on the Internet that hinder access to your account. Deasoft is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it.
* Downtime due to DDOS (Distributed Denial of Service) attacks.
Claims
All claims for upgrade/credit under this guarantee must be submitted to the PyRoHoSt via ticket on our billing software and should be received no later than 7 days after the incident to which they relate. Customer must be current on all invoices in order to receive credit and all SLA credits will be applied to the next month's invoice.
For more information please contact us