SLA… Service Level Agreement

We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations. The following service levels are designed to assure you of ultimate performance and maximal uptime. Each service level specifies the Service it is applicable to, the service level that applies, and how service credits are calculated for each service.

 

01. Power And Service Availability

PAMIR WEBHOST guarantees that its power and service will be available 100% of the time in a given month. You will get Service Credit of Five percent (5%) of the Net MRC for each hour (or fraction thereof) of Downtime.

02. Replacement Guarantee

PAMIR WEBHOST guarantees the functioning of all Hardware/Services, and will replace or repair any failed component at no cost to you within 1 hour of PAMIR WEBHOST identification of the failed hardware/services (the “Replacement Guarantee”).

03. Network Uptime

Due to our extensive network infrastructure, PAMIR WEBHOST can provide its customers with a 100% Network Uptime Guarantee. In the event that any service does not experience 100% uptime in a given month, PAMIR WEBHOST will credit 5% of customer’s base monthly service fee for the first hour of downtime and subsequently an additional 5% for each hour of downtime thereafter with a maximum of an 80% refund. Any emergency scheduled downtime taken by PAMIR WEBHOST will not apply towards this downtime calculation, nor to the credit calculation. This guarantee applies to PAMIR WEBHOST’s network uptime and not to any hardware, software or services running on a customer’s server. Account credits will be issued when an SLA credit request is made by the client. All requests for credits must be made within 3 days of the incident. All requests for credits must be made by creating a support ticket at https://secure.pamirwebhost.com

04. Exceptions

PAMIR WEBHOST cannot be held liable for server downtime or data loss in any circumstance unless due to direct negligence including but not limited to the following circumstances:

i) Circumstances beyond PAMIR WEBHOST’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the PAMIR WEBHOST SLAs;

ii) Failure to access circuits to the PAMIR WEBHOST’s Network, unless such failure is caused Solely by PAMIR WEBHOST.

iii) Scheduled maintenance and emergency maintenance and upgrades.

iv) DNS issues outside the direct control of PAMIR WEBHOST.

v) False SLA breaches reported as a result of outages or errors of any PAMIR WEBHOST’s uptime monitoring system.

05. Net MRC means

In respect of hosting services, the monthly recurring charge for the affected hosting Service for the configuration experiencing the issue, but excluding any add-on or optional Services which are not included as part of the standard hosting plan but are included as part of such customer’s monthly recurring charge. In respect of Cloud Services, your Net MRC will be based on your previous month’s usage for the affected Service where applicable or, alternatively, your average usage for the affected Service being pro-rated.

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