(Last Revision: 16th November 2021)
HostWithLove.com ("HostWithLove", "us", "we", or "our") has developed this Service Level Agreement ("SLA") document to govern HostWithLove's online services ("Services") which consist of Shared Hosting, Semi-Dedicated Hosting, Reseller Hosting, Dedicated Servers and Business Emails. Our SLA is incorporated into our Terms of Service (TOS) and any other contracts we have with you by this reference. Terms not defined in this SLA have the meaning given to them in your agreement with us in our Terms of Service (TOS).
We reserve the right to amend this SLA at any time. We will notify you of these changes by sending an email to your contact email address registered on file and posting a complimentary notice in our Client Area. If we make a change that materially impacts your ability to use the Services, you may terminate the affected Services without penalty. The most recent version of the SLA can be found on our website at: https://www.hostwithlove.com/service-level-agreement.php
The SLA contains four sections:
A. Provisions for All Customers
B. Provisions for Shared, Semi-Dedicated and Reseller Hosting Customers Only
C. Provisions for Dedicated Servers Customers Only
D. Provisions for Business Emails Customers Only
A. Provisions for All Customers
HostWithLove guarantees all of our Services to have at least 99.9% uptime, as measured by our internal monitoring systems and excluding scheduled maintenance. In the event that we do not meet this in a given calender month, you will be eligible to claim a percentage of the affected service's monthly fees or its monthly's equivalent, as hosting credits, governed by the terms listed within this SLA document.
In order to qualify for SLA credit, a ticket must be opened to our Billing Department within 30 days of any perceived outage. The ticket must include the date, start time and end time of the perceived outage. No other form of claim will be accepted.
In order to prevent abuse of our Service Level Agreement, certain exclusions are set in place.
| Administrative Actions |
|---|
| Scheduled downtime or planned maintenance |
| Service disconnection as a result of billing related issues (i.e. excess usage, late payment, non payment) |
| Service disconnection as a result of ToS violation |
| User Actions |
| CloudLinux throttling your website as a result of your account utilizing excessive server resource usage |
| Customer's connection to the Internet or Customer's systems |
| Misconfiguration of content (i.e. scripts, theme) leading to website breaking |
| Participating in malicious activities, thereby causing attacks or counterattacks |
| Uncontrollable Events |
| Natural Disasters, Terrorism, etc |
| DDoS Attacks against the Network |
B. Provisions for Shared, Semi-Dedicated and Reseller Hosting Customers Only
SLA credit for downtime will be given based on the following schedule.
| Uptime Percentage | SLA Credit |
|---|---|
| 99.9% | Guaranteed |
| 99.8% | 10% |
| 99.7% | 20% |
| 99.6% | 30% |
| 99.5% | 40% |
| 99.4% | 50% |
| 99.3% | 60% |
| 99.2% | 70% |
| 99.1% | 80% |
| 99.0% | 90% |
| <99.0% | 100% |
C. Provisions for Dedicated Servers Customers Only
SLA credit for downtime due to network and power issues will be given at a rate of 5% of the affected service's monthly fees or its monthly equivalent, up to a maximum of 100% and excluding add-ons, for every 45 minutes of downtime experienced.
Hardware replacement will occur within 2 hours from your report of a problem. SLA credit for downtime due to hardware issues will be given at a rate of 5% of the affected service's monthly fees or its monthly equivalent, up to a maximum of 100% and excluding add-ons, for every additional hour of downtime experienced.
D. Provisions for Business Emails Customers Only
Apart from the exclusions listed above, HostWithLove and its vendors may also perform unscheduled emergency maintenance to address new security threats or non-routine events. Delays that may occur while the Business Emails service makes planned transitions between redundant system elements is considered maintenance.
SLA credit for downtime will be given based on the following schedule.
| Uptime Percentage | SLA Credit |
|---|---|
| 100% | Guaranteed |
| 99.9% | 10% |
| 99.8% | 20% |
| 99.7% | 30% |
| 99.6% | 40% |
| 99.5% | 50% |
| 99.4% | 60% |
| 99.3% | 70% |
| 99.2% | 80% |
| 99.1% | 90% |
| <99.1% | 100% |