Dedicated Server Service
Level Agreement (SLA)
Hardware Replacement
Service Level Agreement
Xweb Hosting
guarantees that in the
event of a dedicated
server hardware failure,
the faulty hardware will
be replaced within 2
hours of identifying
the problem. In the
event that this
guarantee is not met,
Xweb Hosting will issue
a credit for ten times
the actual amount of
additional downtime. The
amount of compensation
may not exceed the
customer's monthly
recurring charge. This
guarantee does not
include the time it
takes to perform
additional software
related maintenance,
including rebuilding web
accounts from backups or
rebuilding raid arrays.
Xweb Hosting's
cumulative average time
to replace failed
hardware is under 30
minutes.
Network Uptime Service
Level Agreement
Xweb Hosting guarantees
network uptime to be
100%. This guarantee
assures that all major
routing devices within
our network are
reachable from the
global internet 100% of
the time.
Network SLA Exclusions
Many possible situations
are completely beyond
the control of Xweb
Hosting, and therefore
are not in the scope of
this SLA. These
situations include:
- Scheduled
Network Maintenance
- occasionally
network maintenance
will be required.
Xweb Hosting will do
everything possible
to minimize and
avoid downtime
during this
maintenance. You
will receive prior
notification of
upcoming maintenance
at the email address
we have on file.
Scheduled
maintenance periods
are not eligible for
SLA credits.
- Hardware
Maintenance - on
rare occasions, the
hardware in your
Dedicated Server may
need maintenance or
replacement. Xweb
Hosting will do
everything possible
to minimize any
downtime in these
situations per our
hardware replacement
SLA. Any downtime
incurred as a result
of this maintenance
will not be counted
towards our network
SLA.
- Software
Maintenance - an
important part of
managing a dedicated
server is keeping
the software up to
date. If you choose
to have Xweb Hosting
manage your server,
occasional software
updates will be
required to address
security or
performance issues.
Usually you will
experience little or
no downtime in these
situations, but we
cannot guarantee a
specific amount of
time in all
situations.
- Malicious
Attacks - if a
third party not
associated with Xweb
Hosting initiates a
"Denial of Service"
or other form of
disabling attack
against your
Dedicated Server or
major portions of
our network, Xweb
Hosting will do
everything in it's
power to stop the
attack, but cannot
guarantee a
resolution time.
- CPanel Issues
- if you choose to
run CPanel and Web
Host Manager on your
Dedicated Server,
the default install
will be configured
for automatic
updates of CPanel
related software. On
occasion, one of
these automatic
updates could
adversely affect all
or part of the
CPanel related
software on you
server. Xweb Hosting
will do whatever is
necessary to fix any
Cpanel related
problems, but cannot
guarantee a
resolution time.
Network SLA Remedy
In the event that Xweb
Hosting does not meet
this SLA, Dedicated
Hosting clients will
become eligible to
request compensation for
downtime. If Xweb
Hosting is directly
responsible for causing
the downtime, the
customer will receive a
credit for 10 times
(
1,000% ) the
actual amount of
downtime. This means
that if your server is
unreachable for 1 hour
(beyond the 0.0%
allowed), you will
receive 10 hours of
credit. If Xweb Hosting
is not directly
responsible for causing
the downtime, the
customer will receive a
credit for 10 times
(
1,000% ) the
actual amount of
downtime.
All requests for
compensation must be
received within 5
business days of the
incident in question.
The amount of
compensation may not
exceed the customer's
monthly recurring
charge.
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