Services SLA ________ Last Revision: 13-10-2014
We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations. The following service levels are designed to assure you of ultimate performance and maximal uptime. Each service level specifies the Service it is applicable to, the service level that applies, and how service credits are calculated for each service.B2B Hosting Club provide a reactive hosting service for all websites and offer a 100% of Guarnteed Network Uptime. We do not constantly check the websites we host to ensure they are functioning correctly as routine use, maintenance and software updates can affect website functions. It is therefore the responsibility of the client to ensure their website is opporating as it should. ‘Always on’ and ‘managed hosting services’ support can be provided and can be quoted on on a case-by-case basis.
Power And Service Availability
B2B Hosting Club guarantees that its power and service will be available 100% of the time in a given month. You will get Service Credit of Five percent (5%) of the Net MRC for each hour (or fraction thereof) of Downtime.
Replacement Guarantee
B2B Hosting Club guarantees the functioning of all Hardware/Services, and will replace or repair any failed component at no cost to you within 1 hour of Team B2B Hosting Club identification of the failed hardware/services (the “Replacement Guarantee”).
Network Uptime
Due to our extensive network infrastructure, B2BHOSTINGCLUB can provide its customers with a 100% Network Uptime Guarantee. In the event that any service does not experience 100% uptime in a given month, B2BHOSTINGCLUB will credit 5% of the customer’s base monthly service fee for the first hour of downtime and subsequently an additional 5% for each hour of downtime thereafter, with a maximum of an 80% refund.
Any emergency scheduled downtime taken by B2BHOSTINGCLUB will not apply towards this downtime calculation, nor to the credit calculation. This guarantee applies to B2BHOSTINGCLUB's network uptime and not to any hardware, software, or services running on a customer’s server.
Account credits will be issued when an SLA credit request is made by the client. All requests for credits must be made within 3 days of the incident. All requests for credits must be made by creating a support ticket at https://client.b2bhostingclub.com in the BILLING department.
Exceptions
B2BHOSTINGCLUB cannot be held liable for server downtime or data loss in any circumstance unless due to direct negligence including but not limited to the following circumstances:
i) Circumstances beyond **B2BHOSTINGCLUB’s** reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, unavailability of or interruption or delay in telecommunications or third-party services, failure of third-party software, or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the **B2BHOSTINGCLUB** SLAs;ii) Failure to access circuits to the B2BHOSTINGCLUB’s Network, unless such failure is caused solely by B2BHOSTINGCLUB.iii) Scheduled maintenance and emergency maintenance and upgrades. B2BHOSTINGCLUB reserves up to 1 hour of server unavailability per month for maintenance purposes.iv) DNS issues outside the direct control of B2BHOSTINGCLUB.v) False SLA breaches reported as a result of outages or errors of any B2BHOSTINGCLUB’s uptime monitoring system.
Net MRC means
In respect of hosting services, the monthly recurring charge for the affected hosting Service for the configuration experiencing the issue, but excluding any add-on or optional Services which are not included as part of the standard hosting plan but are included as part of such customer’s monthly recurring charge. In respect of B2BHOSTINGCLUB Cloud Services, your Net MRC will be based on your previous month’s usage for the affected Service where applicable or, alternatively, your average usage for the affected Service being pro-rated.
Technical Support
B2BHOSTINGCLUB provides Customer with fully managed technical support on setup of Customer’s account on one or more of the B2BHOSTINGCLUB servers, access, and other server-related issues to the primary technical contact free of charge. Our servers are monitored 24 hours per day, 7 days per week, 365 days per year, and support agents are available via Live Chat, Support Ticket (Helpdesk System), or Email as posted in the support section of the Company’s website.
Please send us a message with the full description of the problem and Customer’s account username. Please do not send multiple messages on the same issue. Email issues must be addressed to the appropriate email account specified in the support section of the Company’s website.
Response times
B2BHOSTINGCLUB provides technical support on a first-come, first-served “best effort” basis unless noted otherwise in a supplementary service level agreement. We aim to at least acknowledge, if not fully answer, all emails to our advertised support address (support@b2bhostingclub.com) within 1 working hour. We strive to answer phone calls during working hours, but during periods of high demand or staff unavailability, calls may be directed to an answering service, and we promise to return all messages as soon as possible.
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