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.
Maximum refund of a month equals to 50% of one-month monthly subscription charge.
Ticket Response Time
Dataplugs guarantees that our customer will be provided with live technical support 24 hours per day every day of the year. We aim to provide all customers with rapid and efficient technical assistance at all times, where response times are measured in minutes. We also guarantee that the maximum response time to any new support request within a 4 hour time frame (6 hours out of office hours).
Response times are measured from the time the ticket was created in our helpdesk until the time an engineer logs an initial response within the ticket. This response will usually indicate findings of the engineer’s preliminary investigation into your issue. Our technical experts aim to resolve all issues as expeditiously as possible.
If multiple tickets are opened about the same or the problem seems to be somewhat closely related we may merge the tickets into one issue. Any such superfluous tickets will be closed and excluded from this guarantee.
Backups
For its own disaster recovery purposes, Dataplugs performs daily backups on all of our shared servers to ensure that OS level files are never lost. Because these backups are designed for our own use, should you request a restore, as set out in the next paragraph, we do not warrant or guarantee that any data will be available to you.
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 local end circuit;
- Any failure of Hong Kong 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.
