Premier Hosting Agreement (SLA)

Webpage Hosting Ireland

24-11-2017

Premier Hosting Service Level Agreement (SLA)

Here at ICCM we use only top quality servers, switches, and routers. This translates into great reliability and uptime. As a result, within our own server farm and facilities that are under our own control and management, we guarantee that websites hosted on our Premier Hosting Plans will be up and functioning 99.9% of the time. We also have a 99.9% Data Center systems guarantee.

To be eligible for this SLA, you must be a client holding the Premier Hosting Plan your account must be in good standing and only web sites hosted within the Premier Hosting Plan are covered. All requests for credit or refunds under this SLA must fulfil the following requirements:

  • Request must be submitted by email using the primary email address which you gave when you opened your account or by hard copy
  • Request must be submitted within 7 days of the issue in question
  • You must contact ICCM by email or phone at the time of the incident to report the downtime.

Network Guarantee
We guarantee that the network will be available 99.9% of the time in a given calender month (this does not include functionality of software/services on a server), and excludes scheduled maintenance. If network downtime occurs the customer will be refunded 5% of their monthly fee for every 120 minutes of downtime, up to 75% of the customer's monthly fee.

Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services, deamons, software running on your server, or hardware failure on a server. Network uptime means the network itself will be up and available. In situations where a client runs a cluster or redundant server they can take advantage of the 100% uptime guarantee by eliminating a single point of failure in their hardware.

We are not responsible for outages or circumstances beyond our control that hinder access to your site or server. The following are excluded from the monthly calculation of Service Availability:

  • Scheduled downtime or maintenance (kernel, software updates, hardware upgrades or replacement)
  • Traffic conditions on the internet outside of our network
  • ISP or local problems such as Browser or DNS caching
  • DDoS, Attacks, Exploits or hacked servers
  • An outage from an upstream facility outside of our network
  • Interruptions or failure of individual service caused by client, their employees, client's customers, friends, or family to their service.
  • Inaccurate installation or configuration of software by the client or non-staff, 3rd party software, client abuse or over utilization of resources.

Data Center (NOC) Guarantee We guarantee that the critical systems, including power and HVAC, will be available 99.9% of the time in a given month, excluding scheduled maintenance. We will refund the customer 5% of the monthly fee for each 120 minutes of downtime (up to 75% of customer's monthly fee).

Critical systems includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers' servers. NOC downtime exists when a particular server is shut down due to power or heat problems and we record such a failure.

Scheduled Maintenance Occasionally servers and systems must be brought down for routine maintenance and upgrades to ensure that your site will perform optimally. However, we strive to keep such service interruptions to a minimum, and, when possible, give you advance notice of any scheduled maintenance. Scheduled service outages do not qualify under the terms of this agreement!

Additionally, this agreement is your remedy for any unscheduled downtime of more than the limits outlined above. Downtime must be confirmed by a staff member in our support section. Maximum credit given will not exceed 75% of the amount of the charge for the customer service with us. Downtime is measured from the time the customer reports such failure to the support section and until a resolution is provided.

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