Reliable Website Hosting and Server Hosting from Hostivo.com

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Hostivo.com will always be committed to providing you with a reliable service thats backed by superior support. The following service level agreement (SLA) provides hardware and uptime guarantees if you have purchased a dedicating server package or hosting account with us. This only applies if your account is in good standing financially with Hostivo.com.

Hardware Guarantee
Hostivo.com guarantees the performance of all dedicated server type leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement/repair will begin promptly upon identification of the failure and is guaranteed to be complete within 3 hours of identification. We define hardware as the Processor(s), hard disks, RAM, nic card, motherboard, and any other related hardware included in the server lease. The time required to fix or replace hardware does not include data recovery from backup tapes and/or software reinstallation.

Credits
In the event that it takes us more than 3 hours to fix or replace faulty hardware within the specifications as outlined above, Hostivo.com will credit the customer 5% of the monthly fee per additional hour of down time (up to 100% of the customers’ monthly fee(s)).

Network Uptime Guarantee
Hostivo.com guarantees a 99.9% uptime excluding scheduled maintenance of 35 minutes per month and prior notified upgrades. The servers we use connect to the Internet through redundant high speed internet connections on diverse backbones. This ensures that data is delivered to the end user in the quickest, most efficient way possible. Our servers are monitored 24/7/365 by highly qualified administrators and network engineers; this guarantees the functioning of the network we use.

Credits
In the event that there is a network outage (any outage in which end customers are unable to access the customer’s site, due to a failure in the networks that Hostivo.com use), Hostivo.com will credit the monthly service charge(s) for the resulting month’s service as calculated below and as measured 24 hours a day in a calendar month, with the maximum credit not to surpass 25% of the service charge for that pretentious month.

Server Availability	Credit
98%-99.9%	5%
96%-97.99%	10%
90%-95.99%	15%
89.99% or below	25%

Hostivo.com will only be held responsible for the networks we use and not for universal conditions on the internet. Delays that occur outside of Hostivo.com’s routers caused by backbone congestion/failures, interruption of or delay in transportation, third party services, unavailability of, interruption or delay in telecommunications, arising in degradation of service and high packet loss or conditions similar to the ones just listed, cannot be guaranteed by Hostivo.com

Procedure for Service Credit Request
In order for you to receive a credit on your account, your must request such credit within 72 hours (3 days) after you experience hardware failure on network outage
These steps must be followed:

- Request credit by sending an email to sla@hostivo.com.

- Include your server name, your domain name, and your complete address as shown on your invoices from us.

- Include all support ticket numbers in your email.

- List any dates and times of unavailability of your server and any other additional information you may have.

Credits will usually be applied for the following month’s service within 30 days of acceptance of the request made by you the customer. Credit to your account shall be the sole and elite remedy in the event that there is a hardware failure or network outage

Claim Review Process
All claims must be submitted via email to sla@hostivo.com. Claims will be recognized within 2-3 business days and will be reviewed within ten business days of receipt of recognition. Upon coming to a decision, the customer will be notified via email whether the appropriate service credit will be issued on the next invoice or rejection of the claim by specifying the root for doing so.