Service Level Agreement – Shared Server
Service Description
The service provides for the provisioning of the shared server hosting service. This Service Level Agreement (SLA) sets out the levels of technical support and service credits available in the event of network unavailability and the limits of HOST365’s and the customer’s own responsibilities as regards the service.
Security
Access to Host365’s data centres is restricted to only Host365 staff. Security controls include proximity access cards, CCTV and 24 hour manned security. Host365’s data centres employ redundant power supply, UPS, generator back up and environmental controls with 24 hour live engineer monitoring.
Responsibilities of Host365
Host365 will:
• Provide a 1Gbbps network connection to the server
• Provide power and UPS backup power to the server
• Maintain 99.9% network availability – see Calculating Service Agreement Credits
• Maintain the server in an appropriate environment as defined elsewhere in this document
• Provide during the contract period of this service at no additional charge, DNS management for domain names registered through Host365 and which are held on our name servers. DNS management includes, adding/deleting and modifying domain name zone records and providing secondary DNS and or mail services.
Responsibilities of the customer
It is the customer’s responsibility to:
• Comply with Host365’s Acceptable Use Policy.
• Abide by the terms of use described in Host365’s standard terms and conditions
• Operate their services in such a way as to ensure the integrity and security of the server
• Carry out any initial or ongoing web site design and or program configuration
• Install and maintain applications, scripts, databases or any computer program whatsoever ensuring applications are appropriately installed, configured and maintained
• Ensure all necessary measures are taken to protect the server from hacking
• Ensure licenses are held for any customer licensed software on the server
• Ensure their service is not operated in a way which might compromise the security of Host365’s network
Removal from Network
Host365 reserves the right to suspend or remove any service from our network should Host365 determine, in its absolute discretion, that the service in any way endangers our network or other servers on our network. Events, which may cause such action, include but are not limited to:
• service involved in a Denial of Service Attack
• service found to port scanning for vulnerabilities on other servers
• service is involved in any form of illegal activity.
• service is hacked or otherwise compromised
• service is in any way used inappropriately
• service is causing network disruption however caused
• customer does not comply with Host365’s Acceptable Use Policy
• customer does not comply with Host365’s terms and conditions
Planned and emergency downtime
Host365 reserves the right to suspend service provision with no notice should emergency maintenance become necessary. For planned downtime, Host365 will inform the customer by email with 48 hours notice. It is not anticipated that planned downtime will exceed more than 8hrs per calendar month and planned downtime is excluded from any calculation of availability.
Calculating Service Agreement Credits
Service Agreement Credits are applicable should the network become unavailable and can be calculated in the following manner:
Incident Start Time of a service being unavailable shall be defined and measured from the time the fault is detected by us or is reported to our support desk and a support call ticket has been created. This time will be taken from the time stamped email sent to you containing the support call ticket number.
Incident End Time of a service being unavailable shall be deemed as the time at which the service can be demonstrated to be available by a PING command or that the support call ticket has been closed.
Total Outage Time shall be the period, or sum of multiple periods as applicable within any calendar month (excluding any period of planned downtime) from the Incident Start Time to the Incident End Time as outlined above.
Total Monthly Time Period is calculated by multiplying the 24 hours in each day by the average number of days in each calendar month (365 days per year, divided by twelve months = 30.42 days per month).
If, during any given calendar month the Total Outage Time is greater than 0.1% of the Total Monthly Time Period of the calendar month, then the service shall be deemed to have been unavailable for an unacceptable period.
The customer shall be provided a credit against future service charges (on presentation of a written claim within 30 days of the first occurrence of the Outage) a sum equal to the amount of service charge pro-rated for the period of the Total Outage Time less the pro-rated sum for the first 0.1% of the given calendar month.
The provision of service credits is the sole compensation available to customers in the event the services are unavailable.
This SLA is supplemental to Host365’s standard terms and conditions, which apply to all services supplied.
Backups and disaster recovery
In the event of a customer requiring a recovery from backup standard technical support call charges will be applied as detailed in our standard price list.
Physical Access and Repair or Engineering Work
Host365’s shared server products are designed to be managed remotely and as such we do not provide customers with physical access to their server.
Technical Support hours
Working hours are defined as follows:
Monday to Friday 9.00am to 5.30pm
Saturday & Sunday Emergency cover only
Public holidays Emergency cover only