ProResellerHost, LLC is proud to offer an exceptional level of performance, reliability, and service. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA), which provides certain rights and remedies regarding the performance of the ProResellerHost, LLC network. The ProResellerHost, LLC Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of ProResellerHost, LLC’s Web Hosting, Reseller Hosting, Master Reseller Hosting, Alpha Reseller Hosting, Dedicated Server, and Virtual Private Server services.

UPTIME GUARANTEE:

ProResellerHost, LLC strives to maintain a 99.999% network and service uptime level and guarantees at least 99.9%. This uptime percentage is a monthly figure and is calculated solely by ProResellerHost, LLC monitoring systems or ProResellerHost, LLC authorized/contracted outside monitoring services. If ProResellerHost, LLC fails to meet its 99.9% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case-by-case basis. ProResellerHost, LLC does not credit a full month’s service for minor downtime. This would not be financially healthy for ProResellerHost, LLC, and in turn, would only negatively affect the service level ProResellerHost, LLC provides to you. “Partial refunds for partial downtime” is our standard policy. In extreme circumstances, ProResellerHost, LLC may distribute full month credits, but this is dealt with on a case-by-case basis. Details on how credit amounts are calculated can be found below.

EXCEPTIONS:

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the ProResellerHost, LLC network caused by or associated with:

  • Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, “Acts of God” (ie…fire, flood, earthquake, tornado, etc…), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third-party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for the provision of the Service Level Agreement.
  • Backbone peering point issues.
  • Scheduled maintenance for hardware/software/network upgrades.
  • Hardware failure (faulty hardware is rare but cannot be predicted nor avoided). ProResellerHost, LLC utilizes only name brand hardware of the highest quality and performance.
  • Software bugs/flaws in ProResellerHost, LLC’s own software (Exploits and bugs may develop that cause security issues or downtime)
  • DNS issues that are not within the direct control of ProResellerHost, LLC.
  • Network floods, hacks, attacks from outside parties or individuals.
  • Failure or error of any ProResellerHost, LLC monitoring or measurement system.
  • Acts or omissions by Client, including without limitation, any negligence, willful misconduct, or use of ProResellerHost, LLC service(s) in breach of ProResellerHost, LLC Acceptable Usage Policy (AUP), by Client or others, authorized by Client.

 

CONNECTIVITY:

Any damaging or abusive activity, whether unlawful or considered to be detrimental to the operations of ProResellerHost, LLC resources, is a violation of this policy. Any attempt to harm equipment owned by ProResellerHost, LLC, or hosted in its facilities, is strictly prohibited. Violations will result in legal action, to the fullest allowable extent.

ILLEGAL USAGE RESTRICTIONS:

ProResellerHost, LLC’s goal is to make the ProResellerHost, LLC network available to Clients, free of outages, as best possible. An outage is defined as an instance in which the Client is unable to transmit and receive IP packets due to a ProResellerHost, LLC service failure for more than 15 consecutive minutes, excluding service failures relating to ProResellerHost, LLC’s scheduled maintenance and upgrades. The ProResellerHost, LLC network does not include client premises equipment or any Telco access facilities connecting the premises of the Client to such infrastructure. ProResellerHost, LLC’s goal is to keep Average Packet Loss on the ProResellerHost, LLC network to 1% or less. ProResellerHost, LLC defines Average Packet Loss, with respect to a given month, as the average percentage of IP packets transmitted on the ProResellerHost, LLC network during such months that are not successfully delivered, as measured by ProResellerHost, LLC.

MEASUREMENT:

ProResellerHost, LLC will periodically (on average every 5 minutes) monitor ProResellerHost, LLC’s network and server availability using software and hardware components capable of measuring application traffic and responses. The client acknowledges that such measurements may not measure the exact path traversed by the Internet connection of the Client and that such measurements constitute measurements across the ProResellerHost, LLC network but no other networks to which the Client may connect. ProResellerHost, LLC reserves the right to periodically change the measurement points and methodologies it uses without notice to the Client. Full network and server reporting will be posted to a location designated by ProResellerHost, LLC and made available to the Client.

HARDWARE FAILURE:

ProResellerHost, LLC stands behind all equipment on our network. Faulty hardware is rare but cannot be predicted nor avoided. ProResellerHost, LLC utilizes only name brand hardware of the highest quality and performance. ProResellerHost, LLC will replace all faulty hardware affecting performance levels of equipment within 24 hours, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within two hours of problem identification. Router failure is an exception to this SLA guarantee and may require on-site engineers or backbone provider emergency personnel to correct the problem. Router failure is governed by current ProResellerHost, LLC contracts with backbone providers regarding the emergency repair service in case of such an issue. ProResellerHost, LLC will replace all faulty hardware on dedicated servers (rented or leased servers), at no charge to the Client, with an unlimited free replacement policy. This includes parts ordered as upgrades. ProResellerHost, LLC will replace all faulty hardware on all non-purchased dedicated and wireless access customer premise equipment, at no charge to the Client, unless equipment has been tampered with, or damage is caused by direct neglect/action(s) of Client.

CREDITS :

Credit requests must be made on the ProResellerHost, LLC website, by submitting a ticket to our billing department titled “Service Level Agreement (SLA) Request”. Each request in connection with network/server outages/downtime must be received by ProResellerHost, LLC within 2 days of the occurrence. The total amount credited to a Client for ProResellerHost, LLC not meeting SLA service levels will not exceed the service fees paid by Client ProResellerHost, LLC for such services for the period in question. Each validly requested credit will be applied to a Client invoice within 30 days after ProResellerHost, LLC’s receipt of such request. Credits are exclusive of any applicable taxes charged to Client or collected by ProResellerHost, LLC. Upon request of Client (in accordance with the procedure set forth below), ProResellerHost, LLC will issue a credit to Client for network/server outages/downtime occurring during any calendar month that are reported by Client to ProResellerHost, LLC and confirmed by ProResellerHost, LLC’s measurement reporting.

SLA CREDIT :

Uptime SLA Credit
99.9% and above 0%
99.8% 10%
99.7% 20%
99.6% 30%
99.5% 40%
99.4% 50%
99.3% 60%
99.2% 70%
99.1% 80%
Below 99.0% 100%
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