This Service Level Agreement ("SLA") outlines PAMIR WEBHOST's commitment to delivering high-quality, reliable hosting services. It defines the performance standards, service availability, and support response times that our clients can expect. Our goal is to ensure uninterrupted business operations and provide peace of mind through dependable service delivery.
Power and Service Availability
power and service availability guaranteed within any given calendar month.
Service Credit: In the event of downtime, clients will receive a service credit equal to 5% of the Net Monthly Recurring Charge (Net MRC) for each hour (or part thereof) of downtime.
Replacement Guarantee
PAMIR WEBHOST guarantees the functionality of all hardware and services. Any failed component will be repaired or replaced at no cost to the client within 1 hour of identification by PAMIR WEBHOST. This guarantee ensures minimal disruption and swift resolution of hardware and service failures.
Network Uptime Guarantee
network uptime guaranteed due to our robust infrastructure.
Service Credit Structure
| Downtime Period | Service Credit |
|---|---|
| First hour of downtime | 5% of base monthly service fee |
| Each subsequent hour | Additional 5% per hour |
| Maximum credit cap | 80% of monthly fee |
Exclusions
- Scheduled and emergency maintenance
- Downtime caused by hardware, software, or services on the client's server
Exceptions
PAMIR WEBHOST shall not be held liable for downtime or data loss except in cases of direct negligence. Exceptions include, but are not limited to:
- Events beyond reasonable control (e.g., natural disasters, government actions, third-party service failures)
- Inaccessibility of circuits not caused solely by PAMIR WEBHOST
- Scheduled or emergency maintenance
- DNS issues outside PAMIR WEBHOST's control
- False SLA breach reports due to monitoring system errors
Net MRC Means
For the purposes of this SLA, "Net MRC" (Net Monthly Recurring Charge) means:
For Hosting Services
The monthly recurring charge for the affected configuration, excluding optional add-ons not part of the standard plan.
For Cloud Services
Based on the previous month's usage or, where applicable, the average usage for the affected service, pro-rated accordingly.
Quick Reference
| Item | Value |
|---|---|
| Power & Service Uptime Guarantee | 99.99% |
| Network Uptime Guarantee | 99.99% |
| Credit per hour of downtime (Power) | 5% of Net MRC |
| Credit — first hour (Network) | 5% of base monthly fee |
| Credit — each additional hour (Network) | 5% of base monthly fee |
| Maximum credit cap (Network) | 80% of monthly fee |
| Hardware replacement / repair time | Within 1 hour |
| Credit request deadline | Within 3 days of incident |
| Credit request method | Support ticket at pamirwebhost.com/crm |
Questions? Call +93 (0) 705 800 700