Service Level Agreement
This is the applicable Service Level Agreement between Hybrid Hosting and its customers. This agreement will go into effect 8/15/2023.
This SERVICE LEVEL AGREEMENT ("SLA", "Service Level Agreement", "Agreement") is a legal agreement between Hybrid Hosting LLC ("Hybrid Hosting LLC", "Hybrid Hosting", "us", "we", or "our") and you ("user", "client", "customer", "you" or "your"). This Agreement stipulates the parameters of all services provided by us and underlines our obligations to you in relation to the delivery and support of these services. By using our website, any of our products, or any of our services (collectively, "Website", "Products", or "Services"), you are agreeing to the terms laid out in this SLA.
SERVICE GUARANTEE
Hybrid Hosting LLC is committed to providing a standard of service excellence and offers a 99.99% uptime guarantee for all its services. In the event we fail to meet this service standard (as determined by us), we will issue a service credit, subject to the conditions stated below. We reserve the right to deny any claim if we determine it to be invalid.
SLA CREDIT CLAIM PROCEDURE
- Open a support ticket to our client relations team through the client area within forty-eight (48) hours of the issue being resolved.
- In your support ticket, you must provide the details of the affected service(s), the duration of the outage, and the total downtime period.
- Please include any other pertinent information that will aid in administering the SLA credit.
- All SLA credits will be applied to the client area accounts. SLA credits are not directly applied to services but can be used towards the purchase of new services or to settle invoices for current services.
To claim an SLA credit, you must adhere to the following procedure:
SLA CREDIT DISTRIBUTION
- A credit equivalent to 5% of the monthly service cost will be provided for every thirty (30) minutes of downtime caused by power or network issues, not exceeding a total credit equal to one (1) month of service.
- A credit equivalent to 5% of the monthly service cost will be provided for each hour beyond the initial twenty-four (24) hours of downtime caused by hardware failure, not exceeding a total credit equal to one (1) month of service.
- If the downtime does not exceed thirty (30) minutes for issues related to power or network connectivity, or one (1) hour after the initial twenty-four (24) hour grace period for hardware-related issues, no SLA credit will be awarded.
- In the case of hardware failure, we will replace the faulty hardware within twenty-four (24) hours of a confirmed diagnosis. If this replacement is completed within the stipulated timeframe, no SLA credit will be due.
NETWORK AND POWER UPTIME GUARANTEE
Hybrid Hosting LLC uses industry-leading Juniper equipment to guarantee 99.99% uptime for all network services. If we fail to deliver on this uptime guarantee, you may request an SLA credit. Network connectivity is defined by the ability to facilitate communication and data transmission, provide internet connectivity, and offer colocation services. We also guarantee 99.99% uptime for power services, with credits available should we fail to meet this guarantee.
AGREEMENT ACCEPTANCE
By using our website or any of its services, you acknowledge that you have read, understood, and agree to be bound by this Agreement. If you do not agree to abide by these terms, you are not authorized to use or access our website or services.
CONTACT US
Should you have any questions about this policy or wish to contact us concerning any matter relating to individual rights and your personal information, please email our management team at legal@hybridhosting.co
Signed,
Koby Pierce
Founder and CEO of Hybrid Hosting LLC
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