Service Level Agreement
hereinafter referred to as SLA


Hardware Replacement SLA


TerrierHosting guarantees that in the event of a server hardware failure, the faulty hardware will be replaced within few hours of identifying the problem. In the event that this guarantee is not met, TerrierHosting will issue a credit equal to amount of 1 month of your existing services (for evidence we will use downtime recorded by service monitoring logs). The amount of compensation may not exceed the customer’s monthly recurring charge. This guarantee does not include the time it requires to perform additional software related maintenance, including rebuilding web accounts from backups, cloning hard drives, reloading the operating system, reloading and configuring applications, or rebuilding RAID arrays.


Network Uptime SLA

TerrierHosting guarantees network uptime to be 99,98%. This guarantee assures that all major routing devices within our network are reachable from the global internet 99,98% of the time.



Network SLA Exclusions

Many possible situations are completely beyond the control of TerrierHosting, and therefore are not in the scope of this SLA. These situations include:

Scheduled Network Maintenance - occasionally network maintenance will be required. TerrierHosting will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the e-mail 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. TerrierHosting 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 TerrierHosting 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 TerrierHosting initiates a "Denial of Service" or other form of disabling attack against your Dedicated Server or major portions of our network, TerrierHosting will do everything in its power to stop the attack, but cannot guarantee a resolution time.
Legal Actions - In the case that a legal action is taken against a customer of TerrierHosting and TerrierHosting is required to act in accordance with the order, TerrierHosting shall not be responsible for any SLA damages.
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 your server. TerrierHosting will do whatever is necessary to fix any cPanel related problems, but cannot guarantee a resolution time.
Network SLA Remedy

In the event that TerrierHosting does not meet this SLA, Dedicated Hosting clients,VPS hosting clients and paid web hosting cliens will become eligible to request compensation for downtime reported by service monitoring logs. If TerrierHosting is or is not directly responsible for causing the downtime, the customer will receive a credit equal to amount of 1 month of your existing services . This means that if your server is unreachable for at least 1,75 hour, you will receive 1 month of credit.

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. This SLA does not apply for any month that the customer has been in breach of TerrierHosting Terms of Service or if the account is in default of payment.



Response Time SLA’s

TerrierHosting’s fully-managed and core-managed customers are covered by three types of initial response time guarantees:

Help Desk Initial Response Time Guarantee during regular working hours (2-4 Hours)
Help Desk Initial Response Time Guarantee outside normal working hours (6-12 Hours)
Phone Answer Time Guarantee during regular working hours (5 minutes)
LiveChat Initial Response Time Guarantee (not yet available)

Our response time to support ticket is usually very fast (30 minutes and less) but response time is not subject of any kind of binding conditions or compensations. Support has always been and always will be the main benchmark for web hosting companies so you can expect good support.

 

Domain registration/renewall/transfer SLA

All requests for compensation must be received within 3 business days of the incident in question. The amount of compensation may not exceed the customer’s monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of TerrierHosting Terms of Service or if the account is in default of payment. Duplication of SLA compensation is not allowed. Only one SLA credit may be given per incident. For example: if a network outage SLA event and a hardware SLA event happen simultaneously. SLA compensation will only be given for one of the events. Maximum of compensation's per year are two (2).

 

Backup and recovery SLA

Your use of this service is at your sole risk. This service is provided to you as a courtesy. TerrierHostingt is not responsible for files and/or data residing on your account. You agree to take full responsibility for files and data transferred and to maintain all appropriate backup of files and data stored on TerrierHostingt servers. You can generate your own backups via the cPanel interface or download them through FTP protokol. TerrierHostingt is makeing backups once a week for our own use, but we also make our backups available to end-users. If you did not order backups as an additional service with us for which you are charged an additional fee in the event of data loss by our or your fault, it is not subject to any kind of legal liability or other sort of compensation.



Compensation

All requests for compensation must be received within 3 business days of the incident in question. The amount of compensation may not exceed the customer’s monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of TerrierHosting Terms of Service or if the account is in default of payment. Duplication of SLA compensation is not allowed. Only one SLA credit may be given per incident. For example: if a network outage SLA event and a hardware SLA event happen simultaneously. SLA compensation will only be given for one of the events. Maximum of compensation's per year are two (2). That



Free web hosting users SLA

We do not offer any kind of live support for free web hosting accounts. Users of free web hosting service must use our online support documentation. We do not respond to support ticket opend by the users of free web hosting service. If you notice an error in our system you may report an error via the support system and we will try to respond to you but in the event that we have more important work we may ignore such request's. For other then error reports on our system users of free web hosting may open support ticket but we may or may not answer it. Free web hosting users are not entitled to any kind of compensation in any kind of scenario.