Service Level Agreement
Ok. We're gonna keep this simple.
Our aim is to ensure that your sites, email and databases are always online.
We have technicians working 24x7x365 to help ensure this.
Our SLA is simple: We will deduct 1 day's worth of hosting from your next invoice for each 60 minutes your services are offline, up to 100% of your monthly hosting service fee. It doesn't matter why (but see below for exclusions/terms), whether it's our network, hardware, systems or datacenter, if your service is offline just open a support ticket and we'll begin counting from the minute you open it.
Please Note:
- Like all hosts, we may schedule occasional maintenance windows which may affect some of your services. You will be advised of scheduled maintenance before it happens, and downtime during scheduled maintenance is not covered by this SLA.
- Downtime caused by your own configuration (including DNS) or coding errors is not covered by this SLA.
- "monthly hosting service fee" does not include extra bandwidth, space or resources purchased, domain registration or SSL certificates. It only includes your base hosting fee.
- You must report the incident via a support ticket via my.zubzego in order to be compensated.
- Circumstances beyond our reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications, upstream providers or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA.
Click here to find out more about our datacenter and technology