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Service Level Agreement

Coverage; Definitions This SLA applies to clients who have Virtual Private Servers, Dedicated Web Servers, Cloud Servers and Offsite Backup solutions from bodHOST (the "Company") and your account is current (i.e., not past due).

Service Level Goal :

bodHOST is a fully managed web server hosting provider. Our goal is improve our services to our clients and resolve any issues that a client may come across with his server(s). Our support technicians are well-trained as well as experiences with web servers, operating systems, various software applications and databases. BodHOST will make sure to provide complete support to clients at all times, however we can only guarantee resolution for issues in which we have necessary experience or training. Some of them are mentioned below:

Covered Issues :

  • Hardware :

    Server Hardware installed and support under bodHOST's Hardware Replacement Guarantee.
  • Network & Power :

    Network and Power Systems monitored and maintained by bodHOST covered under Network and Power.
  • Availability SLA

  • Operating System :

    Operating System installed with latest updates and patches. Automatic updates will be enabled on your server prior to delivery of the server login credentials. Manual updates, security patches, policy configurations, OS re-installation, troubleshooting OS issues covered for the following Operating System:

    • Windows Server 2003
    • Windows Server 2008
    • Linux - centOS
    • Linux - Fedora Core
    • Red Hat Linux
    • Debian
    • Ubuntu
    • FreeBSD
  • Software

    Due to various software applications available today, only a few of the software applications are specialized by our support engineers. Although, bodHOST staff are well-versed with most of the software applications, we cannot guarantee 100% resolutions other than the ones mentioned below :

    • cPanel - WHM
    • Fantastico De Luxe
    • Webmin
    • Plesk Control Panel
    • DoTNetPanel
    • DirectAdmin
    • Interworx
    • Virtuozzo
    • SQL
    • MySQL
    • PHP
    • Apache
    • IIS
    • Litespeed Web Server
    • APF Firewall
    • CSF Firewall
    • IPFW
    • IPTables
    • Windows Firewall

Other Issues

bodHOST provides complete support for Server Migrations, Sever Audits, Load Balancing, Fail-over Solutions, and Cluster Services.

Non-Covered Issues

bodHOST will not provide technical support for any custom software applications. Only public or open source software will be supported. Custom-coded software that are installed on the server will be client responsibility unless a custom service contract has been made with bodHOST.

Exceptions

bodHOST will make all technical resources available in order to support their clients. However, it's client's responsibility to attempt to resolve basic issues such as adding websites, email accounts, server reboots, DNS points. bodHOST reserves the right to determine how much support we will provide. If a client abuses our support policies, it may cause degradation of level of support for other customers due to the frequency and nature of their own requests, bodHOST may be required to give the abusive customers a lower level of priority in the support queue and or require payment to troubleshoot specific issues. bodHOST allocates enough support staff to provide up to two hours of support per server per month.

Network & Power Uptime SLA

This SLA applies to clients who have Virtual Private Servers, Dedicated Web Servers, Cloud Servers and Offsite Backup solutions with bodHOST (the "Company") and your account is current (i.e., not past due). As used herein, "Availability" refers to percentage of a month (24 hours a day for number of days in a month) that client's services are available for internet access, as measured by the Company ( bodHOST ).

Service Level Goal:

The Company ( bodHOST ) aims to achieve 100% Network and Power Availability for all clients.

Remedy:

Subject to Sections 3 and 4 below, if client service availability is less than 100%, Company ( BodHOST ) will credit in accordance with the following Credit Percentage Structure based upon the monthly service charge for non-availability:

Credit Percentage Structure:

99.999 to 100% 0.00%
99.9 to 99.999% 5.00%
98% to 99.8% 10.00%
95% to 97.9% 25.00%
90% to 94.9% 50.00%
89.9% or below 100% 100.00%

Exceptions

Client shall not receive any credit under this Service Level Agreement with respect to any failure of Availability in the following scenario:

  • Instances which are beyond Company's ( bodHOST ) control which include, without limitation, Govt. body acts, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike, delay in transportation, delay of telecommunications or third-party services, DDoS attacks, hacks, virus infections, third party software failure (including, without limitation, ecommerce software, payment gateways, chat software, statistics or any other free or paid scripts) or supplies that are used in or equipment required for provision of this Service Level Agreement;
  • Scheduled and emergency maintenance and upgrades;
  • DNS related issues outside th e control of the company ( bodHOST );
  • FTP, POP, IMAP or STMP Issues;
  • False Service Level Agreement Reports
  • Client's act of omissions (or acts or omissions of others engaged or authorized by client), including without limitation, custom scripting or coding for e.g., CGI, Perl, HTML, ASP, etc, any negligence, wilful misconduct, or use of Services in breach of Company's ( bodHOST ) Terms and Services and Acceptable Use Policy;
  • E-mail – web delivery and transmission;
  • Domain Name Server Propagation;
  • Internet Outage on the internet not allowing access to your ( Client's ) account. bodHOST is not responsible for DNS or browser caching which is seen as inaccessible when other client's can access their accounts. bodHOST will only guarantee availability within our control; bodHOST servers links for internet access, routers, and company's servers;
  • Server Hardware Failures ( Please view Hardware Replacement SLA )

Request for Credit for a breach of this service level agreement, clients must request by submitting a support ticket at https://www.bodhost.com/whmcs/openticket.php or email us at billing@bodHOST.com

The Request should include Client's domain name, registered email ID, the date & time(s) of breach of the service level agreement, and it should be submitted by an authorized contact on the billing account. Credit Request submitted takes about 10 Business days to approve from the financial and support department and once approved, it will be applied to the next billing cycle. Credit's are not refundable and cannot be en-cashed.

Notwithstanding anything to the contrary herein, amount credit to the client in a particular month under this service level agreement shall not exceed the amount paid by the client. Credit excludes all taxes charged to Client's and is Client's exclusive solution in respect with failure of Client services.

Hardware Replacement SLA

This SLA applies to clients who have Virtual Private Servers, Dedicated Web Servers, Cloud Servers and Offsite Backup solutions with bodHOST (the "Company") and your account is current (i.e., not past due). As used herein, "Replacement Time" refers to time utilized to replacement of defective server components with working components of better quality, as measured by the Company (bodHOST).

Service Level Goal:

bodHOST's aim is to provide immediate hardware replacement of defective server components in case of bodHOST owned Server Hardware.

Remedy:

Subject to Sections 3 and 4 below, client service's availability is less than 100%, Company ( bodHOST )will credit accordance with time exceeding 1 hour from the time at which the request has been placed by the client based upon the following Replacement Time Credit percentage: Hardware Replacement Time Credit percentage:

0 – 60 Mins. 0.00%
60 – 120 Mins. 5.00%
120 – 240 Mins. 10.00%
240 – 480 Mins. 25.00%
480 – 960 Mins. 50.00%
Over 950 Minutes 100.00%

Exceptions:

Client shall not receive any credit under this Service Level Agreement in respect with any failure of Replacement in the following scenario:

  • Instances which are beyond Company's ( bodHOST ) control which including, without limitation, Govt. body acts, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike, delay in transportation, delay of telecommunications or third-party services, DDoS attacks, hacks, virus infections, third party software failure (including, without limitation, ecommerce software, payment gateways, chat software, statistics or any other free or paid scripts) or supplies that are used in or equipment required for provision of this Service Level Agreement;
  • Scheduled and emergency maintenance and upgrades:
  • Client's act of omissions (or acts or omissions of others engaged or authorized by client), including without limitation, custom scripting or coding for e.g., CGI, Perl, HTML, ASP, etc, any negligence, wilful misconduct, or use of Services in breach of Company's ( bodHOST )
  • Inadequate information provided by client's in order to validate their requests including without limitation, Client's account credentials required for access of the equipment, equipment identification, missing or invalid IP address information.
  • If unable to contact client via phone, email or live chat. Request for Credit for a breach of this service level agreement, client's must request by submitting a support ticket at https://www.bodhost.com/whmcs/openticket.php or email us at billing@bodHOST.com The Request should include Client's domain name, registered email ID, the date & time(s) of breach of the service level agreement, and it should be submitted by an authorized contact on the billing account. Credit Request submitted takes about 10 Business days to approve from the financial and support department and once approved, it will be applied to the next billing cycle. Credit's are not refundable and cannot be en-cashed.
  • Notwithstanding anything to the contrary herein, amount credit to the client in a particular month under this service level agreement shall not exceed the amount paid by the client. Credit excludes all taxes charged to Client's and is Client's exclusive solution in respect with failure of Client services.

Support & Remote SLA

This SLA applies to clients who have Virtual Private Servers, Dedicated Web Servers, Cloud Servers and Offsite Backup solutions with bodHOST (the "Company") and your account is current (i.e., not past due). As used herein, "Response Time" refers to time taken by bodHOST support personnel to acknowledge requests from Clients, as measured by the Company.

Service Level Goal: bodHOST aims to provide Ardent Customer Support to Clients - 24 hours per day, 365 day per year.

Remedy:

Subject to Sections 3 and 4 below, Response time placed by Client's, Company ( bodHOST )will credit accordance with time exceeding 30 minutes from the time at which the request has been placed by the client based upon the following schedule :

0 – 30 Mins. 0.00%
30 – 60 Mins. 5.00%
60 – 120 Mins. 10.00%
120 – 240 Mins. 25.00%
240 – 480 Mins. 50.00%
Above 480 Mins. 100.00%

Exceptions :

Client shall not receive any credit under this Service Level Agreement in respect with any failure of Response Time guidelines in the following scenario:

  • Instances which are beyond Company's ( bodHOST ) control which including, without limitation, Govt. body acts, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike, delay in transportation, delay of telecommunications or third-party services, DDoS attacks, hacks, virus infections, third party software failure (including, without limitation, ecommerce software, payment gateways, chat software, statistics or any other free or paid scripts) or supplies that are used in or equipment required for provision of this Service Level Agreement;
  • Scheduled and emergency maintenance/upgrades;
  • Client's act of omissions (or acts or omissions of others engaged or authorized by client), including without limitation, custom scripting or coding for e.g., CGI, Perl, HTML, ASP, etc, any negligence, wilful misconduct, or use of Services in breach of Company's ( bodHOST ) Terms and Services and Acceptable Use Policy;
  • Inadequate information provided by client's in order to validate their requests including without limitation, Client's account credentials required for access of the equipment, equipment identification, missing or invalid IP address information;
  • Request for Credit for a breach of this service level agreement, client's must request by submitting a support ticket at https://www.bodhost.com/whmcs/openticket.php or email us at billing@bodHOST.com The Request should include Client's domain name, registered email ID, the date & time(s) of breach of the service level agreement, and it should be submitted by an authorized contact on the billing account. Credit Request submitted takes about 10 Business days to approve from the financial and support department and once approved, it will be applied to the next billing cycle. Credit's are not refundable and cannot be en-cashed.
  • Notwithstanding anything to the contrary herein, amount credit to the client in a particular month under this service level agreement shall not exceed the amount paid by the client. Credit excludes all taxes charged to Client's and is Client's exclusive solution in respect with failure of Client services.
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