Service Level Agreement
Service Level Agreement – Web Hosting and SSD Hosting
The remedies set forth in this SLA are your sole and exclusive remedies for any failure of the service.
Guarantees
99.9% uptime
Remedies
Service credits: three times (3x) the period in excess of this guarantee.
The maximum refund for a month is 50% of the monthly subscription charge.
Ticket Response Time
Dataplugs guarantees live technical support 24/7, 365 days a year. We are committed to providing rapid and efficient technical assistance, with response times measured in minutes. We also guarantee a maximum response time of 4 hours for any new support request (6 hours outside office hours).
Response times are measured from the moment a ticket is created in our helpdesk until an engineer logs an initial response. This response typically includes the findings from the engineer’s preliminary investigation into your issue. Our technical experts strive to resolve all issues as quickly as possible.
If multiple tickets are opened for the same issue or closely related problems, we may merge them into one. Any such redundant tickets will be closed and excluded from this guarantee.
Backups
For disaster recovery purposes, Dataplugs performs daily backups on all shared servers to ensure OS-level files are never lost. These backups are intended for our use, and we do not warrant or guarantee that any data will be available to you if you request a restore, as outlined in the next paragraph.
If your account or data is lost due to hardware failure, we will restore your files at no additional charge. We cannot ensure 100% recovery, but we will make reasonable efforts to capture data that is made available to our software.
Service Credit Conditions
A refund for failure to achieve the service levels will NOT be payable where such failure is a result of the scheduled and emergency maintenance.
A refund for failure to achieve the service levels will (without limitation) NOT be payable where such failure is caused by any of the following:
- A failure in the client’s Internet Services Provider (ISP) or Local Area Network;
- Any failure of China’s local end circuit;
- Any failure of Hong Kong’s local end circuit;
- Any act of God which results in the failure of the service;
- Failure of scripts provided by the client;
Dataplugs shall not be liable for any consequential or indirect loss or damage of the client caused by the failure of service.
Requests for service credits must be submitted in writing to our billing department within 2 business days of the related incident. You must open a support case during the failure in question, including detailed information about the problem experienced and steps to reproduce the error symptoms. In most circumstances this will be considered as the start time for the downtime.
Service credits are non-transferable and may only be applied to future service delivery on the account they’re issued to, and cannot be exchanged for cash or other forms of payment. Any outstanding or previously accrued service credits will be forfeited upon cancellation of the Customer’s account.