Service Level Agreement
All the services are protected and fully covered by our Service Level Agreement
SECURED HOSTING SERVICE LEVEL AGREEMENT
THIS AGREEMENT DESCRIBES SERVICE LEVEL GUARANTEES PROVIDED TO YOU BY SECURED HOSTING.
1. TECHNICAL SUPPORT
Secured Hosting provides You with technical support on setup of your account on the Secured Hosting server, access, and other server related issues to the primary technical contact free of charge. Secured Hosting does not provide support for web applications, third party software, scripts, or components from third parties or developed by You.
Secured Hosting servers are monitored 24 hours a day, 7 days a week, 365 days per year and support agents are available by email as posted in the support section of Secured Hosting site. Please send us a message with the full description of the problem and your account username. Please do not send multiple messages on the same issue. Email issues must be addressed to the appropriate email account specified in the support section of Secured Hosting site. Email containing support issues sent not to their departments such as billing or sales may be delayed.
2. BILLING AND OTHER ACCOUNT RELATED INQUIRIES
All inquiries regarding Secured Hosting billing for its services should be sent to the address specified in the members section of Secured Hosting site.
All inquiries regarding reselling Secured Hosting's services, purchasing of new accounts and available discounts should be addressed to the address specified in the members section of Secured Hosting site.
If You are dissatisfied with Secured Hosting Service or if you are unable to resolve a technical support issue within the parameters outlined in this Service Level Agreement please contact Secured Hosting Product Manager at the address specified in the members section of Secured Hosting site regarding your concerns. The Hosting Product Manager will review your concerns, investigate, and respond to You within one business day. As issues may be complex or require extensive investigation, this one business day response time does not imply that a resolution is guaranteed within one business day.
4. DirectAdmin, Plesk, Cpanel Control Panel
Secured Hosting account holders are provided with Secured Hosting on-line account and server management tool DirectAdmin, Plesk, Cpanel further "Tool". This tool is designed to give You complete control over Your account and server services purchased from the Secured Hosting. Secured Hosting expects You to use the tool and Account Center to perform all routine account and server management tasks.
Control Panel server management documentation, and help is available on-line at the Secured Hosting Support Site, as well as within the Control Panel itself. If you experience difficulty using the Control Panel, Secured Hosting Technical Support personnel will help You learn to use this tool. However, Secured Hosting Technical Support shall not be expected to perform for You the tasks that can be done through the Control Panel.
5. Servers Availability
Secured Hosting is fully committed to providing quality service to all customers. To support this commitment, Secured Hosting observes the following schedule of penalties for its failure to comply with this Service Level Agreement.
APPLICATION (WEB) SERVER AVAILABILITY
Secured Hosting guarantees 99.8% monthly average scheduled availability of its Application (Web) Servers. Application (Web) Server availability is defined as your ability, via web browser, to retrieve the HTTP headers from a hosting server. Secured Hosting does not monitor availability of individual web sites but only monitors the server availability as a whole.
Application (Web) Server Availability Monitoring
To verify that the server is available Secured Hosting will ping HTTP service on the server by retrieving HTTP headers every 1 minutes with a 30-second threshold. If HTTP service does not respond, the server is considered non-operational and is automatically rebooted. If rebooting the server does not solve the problem, it is immediately escalated to the Support Center.
In cases where two or more consecutive HTTP tests fail, server downtime will be registered as the number of minutes between the first and the last failed tests. Downtime of less than 5 minutes in duration is not recorded. Secured Hosting calculates server uptime based on this type of server monitoring.
MAIL SERVER AVAILABILITY
Secured Hosting guarantees 99.8% monthly average scheduled availability of its Mail Servers. Mail Server availability is defined as client's ability to send (SMTP) and retrieve (POP3) e-mail via the particular mail server. Secured Hosting does not monitor individual mail sites but only monitors the server as a whole. Mail server unavailability caused by denial of service attacks, mail bombing, and other flooding techniques is not included in uptime calculations.
Mail delivery protocol (SMTP) is a "store-and-forward" type of protocol that does not guarantee immediate delivery of e-mail messages. In the case the first delivery attempt is failed mail server re-attempt to deliver messages to the addressee according to a predefined schedule. In the case the messages cannot be delivered for a period of time exceeding 48 to 72 hours, the messages are returned to the sender.
Mail Server Availability Monitoring
To verify that the server is up we ping SMTP and POP services (retrieve SMTP and POP headers) every 3 minutes with a 30-second threshold. If either service does not respond, the service is considered non-operational and is automatically restarted. If two or more consecutive SMTP or POP tests fail, the problem is immediately escalated to the Support Center.
In cases where two or more consecutive SMTP or POP tests fail, server downtime will be registered as the number of minutes between the first and the last failed tests. Downtime of less than 5 minutes in duration is not recorded. Secured Hosting calculates server uptime based on this type of server monitoring.
Network availability is defined as Secured Hosting network's ability to pass incoming and outgoing TCP/IP traffic. Servers' unavailability caused by network unavailability is not included in server uptime if such network unavailability is caused by factors beyond the Secured Hosting control. Interruptions of service due to problems on the backbone or on the customer's portion of the network are beyond the Secured Hosting control. Interruptions of service caused by denial of service or similar attacks are beyond the Secured Hosting control and are not included in uptime calculations.
To guarantee optimal performance of the servers, Secured Hosting will perform routine maintenance on the servers on a regular basis. Such maintenance often requires taking Secured Hosting servers off-line. Secured Hosting reserves two hours of server unavailability per month for maintenance purposes. This server unavailability is not included in server uptime calculations. The maintenance typically is performed during off-peak hours. Secured Hosting provides You with advance notice of maintenance whenever possible.
PENALTY FOR NON-COMPLIANCE - APPLICATION SERVER AVAILABILITY
Upon your notice to Secured Hosting, if availability of any server for the month is below the guaranteed level, Secured Hosting will refund to You according to the schedule below a portion of the monthly fees charged for the month during which such loss of server availability occurred.
Monthly fee credited
99.0% - 99.5%
98.0% - 98.9%
95.0% - 97.9%
90.0% - 94.9%
3% credited for every 1%
To receive the refund You must specifically request it during the month following the month for which the refund is requested. You must provide all dates and times of server unavailability along with your account username. This information must be submitted to Secured Hosting. Secured Hosting will compare information provided by You to the server availability monitoring data the Secured Hosting maintains. A refund is issued if the unavailability warranting the refund is confirmed.
MAXIMUM TOTAL PENALTY
The total refund to You for any account may not exceed 80% of the monthly fees charged to that account during the month for which the refund is to be issued.
6. Server Storage Capacity
Each account is allotted storage capacity on Secured Hosting servers according to the plan or options selected by You. This storage size can be increased through on-line control panel for an additional charge up to the maximum amount allowed for each plan or service. The servers may stop accepting, processing, or delivering data when the purchased limit is reached thus causing server unavailability or data loss. Secured Hosting shall not be held responsible for such unavailability or data losses.
7. Ownership of Data
8. Data Integrity
Secured Hosting employs sophisticated RAID techniques to ensure the integrity of the data on its servers; the data is written to two disks simultaneously to prevent data loss in the event of hardware failure. Secured Hosting reserves the right to place accounts on non-raid servers as necessary. Routine backups are performed for emergency recovery purposes only. SECURED HOSTING SHALL NOT RESTORE THE DATA UPON YOUR REQUEST. Web server raw log files are not included in the backups and cannot be recovered during server restoration.
In the event of data corruption, hardware failure or other data loss, Secured Hosting will make efforts to restore lost or corrupted data from server backups. Secured Hosting shall not be responsible for lost data onsite content. Secured Hosting recommends that Customer maintain a local copy of all data uploaded or stored on Secured Hosting servers.
9. Data Retention
SECURED HOSTING SHALL NOT RETAIN ANY OF YOUR DATA AFTER ACCOUNT TERMINATION. ALL DATA IS DELETED FROM THE SERVERS AT THE TIME THE ACCOUNT IS TERMINATED AND FROM BACK-UPS DURING SCHEDULED BACK-UP ROTATION. SECURED HOSTING SHALL NOT RESTORE, "BURN" TO CD, OR SEND OUT ANYDATA PERTAINING TO EXISTING OR TERMINATED ACCOUNTS.
10. Customer Responsibilities
To access Secured Hosting services customers must provide at the very minimum:
- An Internet connection with sufficient bandwidth and quality to allow trouble-free browsing and data uploading and downloading;
- A fully functional Internet browser;
- A fully functional POP/SMTP e-mail program (client);
- Tools to develop and publish content as customer deems necessary;
- Tools to access database servers if such services are purchased by the customer;
11. Privacy Statement.