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:
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