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Legal Terms

Service Level Agreement (SLA)

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» Resource Abuse Policy

Coverage

This Service Level Agreement (SLA) applies to you if you have ordered any hosting plan (“Service”) and are in good financial standing with Ahosting.

Service Level

Ahosting endeavors to maintain network connectivity for HTTP access by third parties 99% of the time (“Web Site Availability”).

Credits

If Web Site Availability falls below the stated level, Ahosting will credit the monthly service charge for the affected month according to the following schedule:

  • 95% to 99.4%: 10% credit
  • 90% to 94.9%: 25% credit
  • 89.9% or below: 50% credit

To receive a credit, you must request it within seven (7) business days of experiencing unavailability. Requests must be submitted via support ticket and include your account number/domain name, dates and times of the outage, and any additional identification requested by Ahosting. Credits are typically applied within sixty (60) days of request. Credit is your sole and exclusive remedy for lack of availability.

Restrictions

Credits will not be issued in cases where unavailability is caused by:

  • Scheduled maintenance
  • Your actions, equipment, facilities, or applications
  • Events outside Ahosting’s reasonable control, including (but not limited to):
    • Government actions
    • War, insurrection, sabotage, embargo
    • Fire, flood, strike, or labor disturbance
    • Transportation interruptions or delays
    • Telecommunications or third-party service issues (including DNS propagation)
    • Failure of third-party software or hardware
    • Shortage of raw materials, supplies, or power

Limitations

Online problems can occur continuously. In some cases, inability to access your site may not be due to Ahosting—for example, your ISP may be experiencing issues, or routing problems may exist between your ISP and Ahosting. Ahosting is not responsible for such problems. Uptime is determined by Ahosting’s monitoring agents, not by any single client’s individual experience.