Service Level Agreement

Last update: September 29, 2017.

CentoHost Ltd. Service Level Agreement

Shared and Reseller Hosting SLA

CentoHost actively monitors all web servers, database servers, mail servers including all critical services using systems located inside and outside the network being checked. We have technicians on call to respond to any emergency 24/7 should any issue arise.

CentoHost provides a 99.9% uptime guarantee to all Shared and Reseller Hosting Customers on all services rendered.

Uptime Guarantee SLA Credit
99.9% Guaranteed
99.8% 10%
99.7% 20%
99.6% 30%
99.5% 40%
99.4% 50%
99.3% 60%
99.2% 70%
99.1% 80%
99.0% 90%
Less than 99.0% 100%


Dedicated and Virtual Private Servers SLA

CentoHost guarantees 99.9% uptime on all public network services to Customers located in our datacenter. All public network services include redundant carrier grade internet backbone connections, advanced intrusion detection systems, denial of service mitigation, traffic analysis, and detailed bandwidth graphs. Specific guarantees with SLA information are listed in the table herein.
We guarantees 99.9% uptime on the power and HVAC services to Customers located in our datacenter. All computer equipment and related services are served by redundant UPS power units with backup onsite diesel generators. Specific guarantees with SLA information are listed in the table at right.

Uptime Guarantee SLA Credit
99.9% Guaranteed
99.8% 10%
99.7% 20%
99.6% 30%
99.5% 40%
99.4% 50%
99.3% 60%
99.2% 70%
99.1% 80%
99.0% 90%
Less than 99.0% 100%

 

Exceptions

The above agreement does not cover outages caused by equipment and/or events not under the direct control of CentoHost.

This Service Level Agreement does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance. CentoHost will not be responsible for notice failures caused by an error in your email program, an inaccurate email address provided by you, your failure to check your email, or your failure to inform CentoHost of a change in your email address.

Any and all refunds to Customer will not exceed 100% of the Customer's Recurring Monthly Fees for the month in which the refund is paid. 

SLA Credit Claim

To properly claim an SLA credit due, the client must open an ticket located inside the customer management area located at https://www.centohost.com/ap/clientarea.php within seven days of the purported outage. Customer must include service type, contact information, and full description of the service interruption including logs if applicable. The SLA claim will be researched by the appropriate department manager and any credit issued will be issued to accounting and the ticket will be updated. SLA credits are issued as service credits on future billing cycles. Please allow up to fourteen (14) days for the process of SLA claims.

SLA Claim Fault

Customers currently in arrears for monthly services do not qualify for SLA claims. Customers who have been in payment arrears three or more times in the previous twelve months do not qualify for SLA claims. Valid SLA claims will not be credited to customer accounts until all abuse issues are resolved. Customers making false or repetitive claims will incur a one time charge of $50 per incident for such claims. False or repetitive claims are also a violation of the Terms of Service and may be subject to service suspension. Customers participating in malicious or aggressive internet activities thereby causing attacks or counter-attacks, do not qualify for SLA claims and shall be in violation of the AUP.