Service-Level Agreement (SLA)

This Service Level Agreement between you and Optimal Host (the “SLA”) covers three components that support the availability of your web site:

1. Network Infrastructure

2. Data Center Infrastructure

3. Server Hardware

1. Network Infrastructure

We guarantee that our data center network infrastructure will be available 99.99% of the time (as measured on a monthly basis), excluding scheduled or emergency maintenance. The data center network means the portion of our network extending from the outbound port on your edge device to the outbound port of the data center border router.

Should our network infrastructure become unavailable for a cumulative period up to 20 minutes beyond the 99.99% minimum in any month of service, the client can receive a credit equivalent to 5% of the client's recurring monthly fees up to 100% of your monthly fee for the affected server(s). In no event will credit accumulated during any monthly billing period exceed 100% of one monthly billing fee.

2. Data Center Infrastructure

We guarantee that data center HVAC and power (including UPSs, PDUs and cabling) will be available 99.99% of the time (as measured on a monthly basis), excluding scheduled or emergency maintenance. Data center infrastructure power does not include the power supplies on your server hardware. Should our data center infrastructure become unavailable for a cumulative period up to 20 minutes beyond the 99.99% minimum in any month of service, the client can receive a credit equivalent to 5% of the client's recurring monthly fees up to 100% of your monthly fee for the affected server(s). In no event will credit accumulated during any monthly billing period exceed 100% of one monthly billing fee.

3. Server Hardware

We guarantee 99.99% functionality of all server hardware components and will replace any failed component at no cost. "Server Hardware" means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Server hardware replacement will begin once we identify the cause of the problem and will be complete within one hour of problem identification.

Once server hardware has been identify as faulty, the client can receive a credit equivalent to 5% of the client's recurring monthly fees up to 100% of your monthly fee per additional hour of downtime for the affected server(s). In no event will credit accumulated during any monthly billing period exceed 100% of one monthly billing fee.

Credit Request - All credit calculations will be based on unavailability in 20-minute increments unless credit is related to a server hardware guarantee, which will be calculated in hourly increments. Any and all credits to the client will not exceed 100% of the client's recurring monthly fees for the month in which the credit is paid. All SLA credits must be requested within 15 days of the incident via the client area. A failure to request credit within 15 days of the incident operates as a waiver to the right to any credit.