SLA :: Service Level Agreement 1
VSG Hosting strives to provide the best quality of service
to our customers. We guarantee that our internal network connectivity1,
server programs2, and hardware3 will
be up and working at least 99.999% or better in any
given month. This means you should not experience a downtime
of more than 43 minutes in any given month counted from the
first day of every month. This uptime guarantee excludes any
scheduled maintenance work4 that may, unfortunately,
force the downtime for a period of time until the maintenance
work is done. We are proud to offer you a service credit of
5% of your hosting fee for that month for any 0.2% (or 1 hour
26 minutes in any given month starting from the first month)
of downtime beyond our uptime guarantee of 99.999%. Furthermore,
- This SLA is version 1.0, dated on 05/31/01
- We are only responsible to keep and maintain our internal
network connectivity. By internal network we mean the data
center and all of its connectivity from its uplink providers
going into the data center. We shall not be held responsible
for any connectivity problems caused in other networks outside
of our internal network not within our control. We define
continuous packet losses originating inside our internal
network of more than 50% for over 3 hours as a loss of connectivity
equal to 0.1% of downtime. We also define sporadic packet
losses originating inside our internal network of more than
50% sporadically for duration of 12 hour as a loss of connectivity
equal to 0.1% of downtime. It is your duty to provide us
with a proof of any loss of connectivity inside of our network.
- Assuming that you have configured everything correctly,
at the very least, we guarantee the working of our DNS Servers,
Web Servers, SQL Servers, and Mail Servers.
- By hardware we mean all hardware related to the optimal
performance of our network connectivity (routers, switches,
firewalls, etc) and of our server (physical hardware such
as hard drives, CPU, etc).
- At our sole discretion, scheduled maintenance should be
announced at least 24 hours before the maintenance work
will be executed. Under extreme emergency (such as DOS attack,
security breach, and et cetera), we may perform a scheduled
maintenance without prior announcement. In this case, the
downtime period should be counted only until we perform
such emergency maintenance.
- This support guarantee excludes software upgrades requests
(apache,.html, mysql, etc), installation of software not
supported by us, and programming supports.
- In order for you and us to keep track of this you will
need to send your support request through our support ticket
- Service credit refund is up to 100% of your monthly hosting
fee. It is your responsibility to ask for a service refund.