Service Level Agreement

Our agreement and commitment to providing the best hosting on the market.

Summary

ELHostingServices values performance, security, uptime and stability for all services offered, and provides a 99.99% uptime guarantee for network and power availability via this agreement known as a Service Level Agreement (SLA). ELHS understands the importance of your services being online accessible 24 hours a day - 7 days a week. This agreement is offered to you in condition of your acceptance of the Terms of Service.

We genuinely care about the service we provide, and we guarantee that your services will remain online at all times, but you must agree to our TOS first.

Packet Loss

ELHostingServices guarantees to operate networks in all global locations which do not cause greater than 0.2% average packet loss between the datacentre's border router and the node which your service is located, with no more than 0.5ms of jitter being created by our networking equipment. If in the event that you are experiencing in excess of 0.5% packet loss you are required to notify the ELHS technical support team, whereby a network engineer will perform all actions necessary to determine and eliminate the source of the added latency. Packet loss isn’t monitored actively by ELHostingServices so all reports are required to be submitted by you to inform our support staff.

Our network equipment is the best in the business! Connections to your service will not be hindered by our networking equipment.

Hardware Replacement

If a node is subject to a rare hardware fault or failure, ELHostingServices guarantees that a replacement of the faulty component will be sourced and installed within 24 hours of the ELHS Technical Support team opening your ticket.

We use the best hardware currently available, but on the rare chance hardware fails, we promise that it will be replaced or fixed within 24 hours!

Node Availability

ELHostingServices guarantees that the node your service operates from will remain accessible 99.99% of the time. Unfortunately misconfiguration or failure of software, operating system failures, DDoS attacks, service suspension or unresponsive processes are not covered by this clause, as such will not be covered under this guarantee. For hardware maintenance or in the event a technician needs to perform modifications, patches or alterations to your system to ensure stability, a minimum of 48 hours notice will be issued to you. For emergency maintenance or critical security patches a minimum of 1 hour notice will be issued.

We guarantee that under normal circumstances your node will always be available.
However in the unlikely case a technician needs to work on your node you will be given plenty notice.

Service Setup Times

ELHostingServices ensures that service setup will be fulfilled within the specified time frame defined on the product information section. For dedicated servers, they will be brought online and will become connectable and usable within the defined number of business days. Free trials and free web hosting accounts will be set up and accessible within 7 working days of ordering.

We promise that all service will be provisioned within the allocated amount of time.

SLA Exceptions

ELHostingServices is unable to enforce this SLA during scheduled maintenance or DDoS attacks under any circumstance. This only applies to customers with services on a node with scheduled maintenance or under DDoS attack.

Unfortunately our SLA cannot apply to customers that have services on a node that is either currently under DDoS attack or undergoing scheduled maintenance.

Claiming SLA Credits

ELHS requires the primary owner of a service affected to make contact with the ELHS Administration Team within 48 hours of the infraction, these requests may only be submitted through the ticket system on the ELHS client area, NOT through emails. Credits will then be applied to the affected account with 24 hours of the ticket resolution. Please do not assume that ELHostingServices are aware of any outages or availability issues, outages may be completely unrelated to networks or hardware operated by ELHostingServices, requiring you to inform us immediately of any issue you face.

Node Availability infraction credits are calculated using a time based formula dependant on the time which the service was affected, (Total Monthly Service Cost)/(24x31)
Credit for service setup times is added as the full setup cost.

If you wish to claim SLA credits, the primary owner of the account needs to contact ELHostingServices by ticket within 48Hrs.
Please let us know if you notice something isn't working as we may not have noticed it!


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