MostHost - Service Level Agreement

Effective Date: 6/1/2011

This Service Level Agreement was last updated on June 1, 2011.

99.9% Network Uptime

MostHost guarantees network availability for our public Internet network to be 99.9%. In the event that our network does not experience 99.9% network uptime in a given month, MostHost will refund 5% of the customer's monthly recurring service fees for the affected Services, for each 60 minute period of network downtime. Your credit may not exceed the monthly recurring fee for the affected Services.

60 Minute Hardware Replacement Guarantee

MostHost guarantees to replace any failed server hardware components provided by MostHost at no cost to the client within one hour of problem identification. In the event that it takes MostHost longer than one hour to replace any failed hardware component after problem identification, MostHost will refund the customer 5% of the monthly recurring service fees for the affected servers. Customer shall receive a one refund for each 120 minute period after we fail to replace the affected servers. Your credit may not exceed the monthly recurring fee for the affected Services.

Terms

All SLA claims must be filed by opening a help desk ticket through the MostHost client care portal within 7 days of the initial event causing the downtime. This ticket must include all relevant information pertaining to your downtime, including server name, IP address, full description of the incident and any log files if they're applicable. All SLA credits will be issued as service credits against future invoices.

Network downtime is measured from the time the network is 99.9% unreachable until connectivity has been restored. Any scheduled downtime or network maintenance will not apply towards this downtime calculation. The 99.9% Network Uptime guarantee does not apply to any software or services running on a client's server, nor to any hardware within a client's server. The 1 Hour Hardware Replacement Guarantee does not apply to replacing a failed disk drive that is in RAID so long as the other RAID disk(s) are functioning properly. The guarantee also does not apply to any time required to rebuild a RAID disk array or the time required to restore or reload any software or data to the affected server.

Clients currently in arrears for services do not qualify for SLA claims. Clients participating in malicious or aggressive activities thereby causing attacks or counterattacks, do not qualify for SLA claims and furthermore shall be held in violation of our AUP. All refunds will be applied to your next invoice.