Service Level Agreements

Service Level Agreements (SLA)

At TheHostingDirectory, we are committed to providing our customers with the highest levels of service. This Service Level Agreement (SLA) outlines our commitments and guarantees regarding the availability and performance of our services.

Service Availability

We guarantee that our services will be available 99.9% of the time in any given monthly billing period, excluding scheduled maintenance and events beyond our control. If we fall short of this guarantee, we will provide service credits as outlined below.

Service Credits

In the event of service unavailability, customers are entitled to claim service credits based on the duration of the downtime:

  • Up to 1 hour of downtime: No credit
  • 1 to 4 hours of downtime: 5% of the monthly fee
  • 4 to 8 hours of downtime: 10% of the monthly fee
  • More than 8 hours of downtime: 20% of the monthly fee

To claim service credits, customers must contact our support team within 7 days of the downtime incident.

Maintenance

We schedule regular maintenance to ensure the optimal performance and security of our services. Maintenance windows will be communicated to customers at least 24 hours in advance. During these windows, our services may be temporarily unavailable.

Support

Our support team is available 24/7 to assist with any issues or questions you may have. You can contact us via our support portal, email, or phone. Our average response time is 30 minutes for critical issues and 4 hours for non-critical issues.

Customer Responsibilities

Customers are responsible for:

  • Keeping their contact information up-to-date
  • Maintaining the security of their account credentials
  • Reporting issues promptly to our support team

Exclusions

This SLA does not apply to:

  • Service interruptions caused by customer actions or inactions
  • Service interruptions resulting from third-party services or products
  • Service interruptions due to events beyond our control, such as natural disasters or network outages
  • Scheduled maintenance windows

Changes to this SLA

We reserve the right to modify this SLA at any time. Changes will be effective upon posting to our website. We will notify customers of significant changes via email.

Contact Us

If you have any questions or concerns about this SLA, please contact us through our support portal or email at support@thehostingdirectory.com.

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