Service Level Agreement
Dedicated Server - Service Level Agreement
Network Uptime Guarantee
WestHost's servers are supported by a world-class infrastructure engineered from the ground up to support just about any kind of contingency. They are connected to the Internet through redundant high-speed connections on diverse backbones, ensuring data delivery to the end user in the fastest, most efficient manner possible. WestHost guarantees a 99.9% uptime excluding scheduled maintenance and prior notified upgrades. WestHost's Cisco Powered Network, combined with 24/7/365 monitoring by highly qualified network engineers and administrators, guarantee the functioning of all network infrastructure including routers, switches, and cabling.
Credits
In the event that there is network outage, WestHost will credit the monthly service charge for the following month's service as calculated below and as measured 24 hours a day in a calendar month, with the maximum credit not to exceed 100% of the monthly service charge for the affected month. A 'network outage' is defined as any outage in which end users are unable to access the client's site, due to a failure in WestHost's network.
Server Availability Credit
98%-99.9% = 5% credit
96%-97.99% = 15% credit
90%-95.99% = 30% credit
89.99% or below = 100% credit
WestHost will ONLY be held responsible for its network and not for general conditions on the Internet. Delays that occur outside WestHost's routers caused by backbone failures, congestion, interruption of or delay in transportation, unavailability of, interruption or delay in telecommunications, or third party services (including DNS propagation) resulting in degradation of service and high packet loss or similar conditions, cannot be guaranteed by WestHost.
Hardware Guarantee
WestHost guarantees the functionality of all dedicated server hardware components and will replace any failed component at no cost to the client. Hardware repair/replacement will begin immediately upon identification of the hardware failure and is guaranteed to be complete within 1 hour of problem identification. Hardware is defined as the Processor(s), RAM, Hard Disk(s), Motherboard, NIC Card, and other related hardware included under the server lease. The time required to repair/replace hardware does not include software reinstallation and/or data recovery from backup tapes/disks (time frame depends on size of disk and amount of data).
In the event that it takes us more than 1 hour to repair/replace faulty hardware within the limits defined above, WestHost will credit the client 5% of the monthly fee per additional hour of down time (up to 100% of client's monthly fee).
Server Backups
In order for WestHost to backup the data on your dedicated server you must purchase an appropriate backup service or a service plan that includes backup services.
Service Credit Request Procedure
In order for you to receive a credit on your account, you must request such credit within 10 days after you experience hardware failure or network outage. You must follow these steps. Request made by e-mail to billing@westhost.com. Include all support ticket numbers in your e-mail. Include your server and/or domain name, and your full address as shown on your invoices. Dates and times of unavailability of your server and any additional information. Credits will usually be applied for the following month's service within 30 days of acceptance of the request. Credit to your account shall be the sole and exclusive remedy in the event that there is a network outage or hardware failure.
Claim Review Process
All claims must be submitted via e-mail to billing@westhost.com. Claims will be acknowledged within two business days and reviewed within seven business days of receipt. Upon coming to a decision, you will be notified via e-mail whether the appropriate service credit will be issued on the next invoice or reject the claim by specifying the basis for rejection.
Last Updated: July 15, 2010