Winhost is committed to providing our customers with a reliable hosting infrastructure and we provide this Managed Hosting Service Level Agreement (SLA) as part of our Winhost Managed Hosting Services. All SLA guarantees and information stated below are made in good faith. This SLA sets out our mutual responsibilities and rights, and should Winhost fail to meet the criteria stated below, both parties agree to look solely to this SLA for Network availability.
Winhost agrees that our Network will be available 99.9% of the time during a given month, excluding scheduled and emergency maintenance. The Network includes Winhost's switches, routers, and cabling (collectively, referred to as Network).
Should Winhost have an outage, we will issue service credits calculated as a percentage of the monthly hosting fees (exluding one-time payments and third-party services fees). The Credit will be posted to the account and can be used toward the next invoice of the affected account. The Credit cannot exceed the amount paid to Winhost for one month of Managed Hosting Services. The percentage of SLA credit will be calculated as follows:
Monthly Uptime Percentage
If less than 99.9%: 10%
If less than 99.0%: 25%
While Winhost strives to meet the objectives set out in this SLA, it does not apply to events outside of Winhost's reasonable control. While it is impossible to identify all events that may occur outside of Winhost's control, excluded events include, but are not limited to, terrorism, Denial of Service (DOS) attacks, software bugs, hacking or other abusive activities, hardware and network failure outside of our infrastructure, global Internet network outages, shortages of supplies, upstream provider issues, issues with services and software not provided by Winhost, acts of God, or any other circumstance beyond Winhost's actual control.
In order to take advantage of this SLA, you must notify Winhost of your intent to claim SLA credits within 5 days of the beginning of the event for which you seek SLA credit. Customer must be in compliance with all contracts with Winhost, including being current on all fees due to us at the time of the incident, as well as when the SLA credit may be applied. You must provide details regarding the claim, including but not limited to, detailed description of the event, incident duration, and description of the attempts to resolve the issue.
In addition, please note that Winhost Managed Hosting Services may be terminated at any time upon mutual written consent of both parties, provided that a minimum of sixty (60) days' notice is given after the initial sixty (60) days from the effective date of the initial start of Winhost Managed Hosting Services.
Last updated October 11th, 2024.