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99.9% Uptime SLA - Service Level Assurance

NETWORK UPTIME:

UnicHost guarantees that the network will be available 99.9% of the time in a given month (no more than 60 minutes downtime per month), excluding scheduled maintenance and initial server setup. After 60 minutes, UnicHost will refund the customer 5% of the monthly fee for each 60 minutes of downtime (up to 30% of customer's monthly fee, excluding any license fees, SSL and IP cost). Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server. Network downtime exists when a particular customer is unable to transmit and receive data and UnicHost records such failure in the UnicHost online support system. Network downtime is measured from the time the ticket is opened by a customer (In Online Support System) to the time the server is once again able to transmit and receive data.

INFRASTRUCTURE GUARANTEE:

UnicHost guarantees that the critical infrastructure systems, including power and HVAC, will be available 99.9% of the time in a given month (no more than 60 minutes downtime per month), excluding scheduled maintenance. After 60 minutes, UnicHost will refund the customer 5% of the monthly fee for each 60 minutes of downtime (up to 30% of customer's monthly fee). 

Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers' servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems and UnicHost records such failure in the Online Customer Support System. Infrastructure downtime is measured from the time the customer opens a ticket regarding server downtime to the time the problem is resolved and the server is powered back on.

HARDWARE GUARANTEE:

UnicHost guarantees the functioning of all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once UnicHost identifies the cause of the problem. Hardware replacement is guaranteed to be complete within 24 hours of problem identification. In the event that it takes us more than 24 hours to replace faulty hardware, UnicHost will refund the customer 5% of the monthly fee for each 60 minutes of downtime (up to 30% of customer's monthly fee). 

“Hardware” is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array.

MANAGED SERVICES:

UnicHost guarentees monitoring of all the standard services running on the server. Third Party/non-standard softwares (custom softwares / modified softwares) or services running via non-standard (third party / modified) softwares/packages will not be monitored. UnicHost will offer technical support for all Standard Services via online customer support system.

[Standard services includes Web Server (http), SMTP Services, POP Services, DNS Services, Database Services (MySQL/Postgres) which are installed by UnicHost]

PLEASE NOTE: This SLA does not apply to delinquent customers and for accounts which are not fully paid. Money back gurantees of this SLA does not apply for Virtual or Dedicated Server Customers unless it is subscribed alongwith.

SERVICE LEVEL ASSURANCE - FAQs

Q. How do new customers obtain the SLA?
All UnicHost customers are required to sign up a contract and an agreement to covered by the SLA when they purchase any services. SLA is valid only if payment is received in full and before due date. (Moneyback gurantees does not apply to Virtual or Dedicated Server Customers) First 15 days are excluded from SLA as those are reserved for the intial setup and tweaks needs to be done as per server/client's requirement.

Q. How much does the SLA cost? 
The SLA is free to all UnicHost customers whose domain and hosting is hosted with UnicHost.

Q. How does the refund on the network and hardware guarantees work?
Uptime is counted in minutes per month. The network guarantee covers uptime relating to provisioning of bandwidth through our multiple providers, network hardware including router, switches, and cabling and other hardware relating to the network infrastructure. The hardware guarantee covers all hardware components to include processors, ram, hard disks, motherboard, NIC card and other hardware as described in the server specification.

Q. Is there a limit on the refunds I receive?
Yes, the limitations are as follows: 30% of the monthly fee in a given month for network downtime. 30% of the monthly fee in a given month for hardware downtime.

Q. Who do I contact regarding refunds? 
Customers should contact our customer service department by submitting a support ticket via our online customer support system.

Q. Who is eligible for the SLA? 
Any UnicHost customer who purchases managed hosting services from UnicHost is covered by the SLA.

Q. What is the deadline to request a refund? 
A request for a refund must be submitted within 2 days of a service interruption.

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