JodoHost Dedicated Servers has a separate SLA policy then other services offered. The uptime guarantees and the resulting SLA credit s are applied in Monthly terms unless specified otherwise. All SLA guarantees and information listed below are made in good faith and are subjected to standard contract remedies.
SLA Credit Claim: To properly claim an SLA credit due, the Customer’s must open an SLA ticket within six (6) days of the purported outage. Customer must include service type, IP Address, contact information, and full description of the service interruption including logs, if applicable. The SLA claim will be researched by the appropriate JodoHost department manager and any credit issued will be issued to accounting and the ticket will be updated. SLA credits are issued as service credits on future billing cycles. Please allow up to fourteen (15) days for the process of SLA claims.
SLA Claim Fault: Customers currently in arrears for monthly services do not qualify for SLA claims. Customers who have been in payment arrears three or more times in the previous twelve months do not qualify for SLA claims. Valid SLA claims will not be credited to the Customer’s accounts until all abuse issues are resolved. Any Customer making false or repetitive claims will incur a one time charge of $150 per incident for such claims. False or repetitive claims are also a violation of the TOS and may be subject to service suspension. Customers participating in malicious or aggressive internet activities, thereby causing attacks or counter-attacks, do not qualify for SLA claims and shall be deemed in violation of the AUP (Acceptable Use Policy).
Redundant Infrastructure: JodoHost offer 99.9% uptime on the power and HVAC services to Customers using dedicated servers. All computer equipment and related services are served by redundant UPS power units with backup onsite diesel generators. Specific guarantees with SLA information are listed in Table A below.:- |
