Service Level Agreement.
1. Coverage Definitions.
PathToWEB's main goal is to offer the best level of reliability and service for each customer. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA) which provides certain rights and remedies regarding the performance of our service and network infrastructure.SLA applies to you if you have ordered our VPS hosting or service such as administrating package and your account is active and is not terminated or suspended.
2. Uptime Guarantee.
PathToWEB provides service with liability in accordance with guaranteed uptime level 99,9%. Monthly uptime is calculated solely by PathToWEB™ monitoring systems and via networking hardware authorized outside monitoring services. If we fail to provide 99.9% uptime PathToWEB credits will be made available to each client, upon request, on a case by case basis if that's failure has not been provoked due to one of the exceptions below. PathToWEB will credit a full month's service. Details on how credit amounts are calculated can be found below.3. Exceptions.
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the PathToWEB™ network caused by or associated with:- 3.1 Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, "Acts of God" (ie...fire, flood, earthquake, tornado, etc...), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level Agreement
- 3.2 Telecommunication failure (for example, several times fiberoptic cable placed on Baltic sea's ground was cutted)
- 3.3 Backbone peering point issues
- 3.4 Scheduled maintenance for hardware/software upgrades
- 3.5 DNS issues not within the direct control of PathToWEB
- 3.6 Client's acts or omissions, including without limitation, any negligence including DDoS, DoS, packet storm, willful misconduct, or use of PathToWEB™ service(s) in breach of PathToWEB™ Policy and Service Guidelines, by Client or others authorized by Client
4. Hardware Failure.
PathToWEB utilizes only name brand hardware of the highest quality and perfomance but hardware failures cannot be predicted nor avoided. PathToWEB will replace all faulty hardware affecting performance levels of equipment within 24 hours, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within 12 hours of problem identification. Router failure is an exception to this SLA guarantee, and may require on-site Cisco™ engineers or backbone provider emergency personnel to correct the problem. Router failure is governed by current PathToWEB™ contract with DC and backbone providers in regard to the emergency repair service in case of such an issue. PathToWEB™ will replace all faulty hardware on dedicated servers (rented or leased servers), at no charge to the Client, with an unlimited free replacement policy. This includes parts ordered as upgrades.5. Credit Request and Payment Procedures.
In order to receive a credit, customer should make a request therefor by submiting a ticket to Support Dep. . Each request in connection with this SLA must include server's ID and the dates and times of the unavailability of customer's Server and must be received by PathToWEB within five business days after customer's Server was not available. If the unavailability is confirmed by pathToWEB, credits will be applied within two billing cycles after receiving of customer's credit request.NOTE: PathToWEB offers credit policy where credits mean prolongation hosting service for free for customer. PathToWEB does not offer money compensation (excluding money back on cancelling of account and/or service).
6. Account cancellations.
Your account can be cancelled ONLY by submitting the ticket via ticket system to Billing Staff. Other methods of cancellation are not valid. Once the ticket submitted account will be cancelled within 8 hours.7. Refund Policy.
PathToWEB's Refund Policy is fully described in this chapter.- 7.1 We offer 7 Day Fully Money Back Guarantee. This means that if you are not 100% satisfied with our service, within 7 days from the purchase date, we will fully refund the cost of your order excluding cost for addon/extra/3rd party software (control panel licenses, for example), cost for completed administrating tasks (setup and configuring anything on your server and/or service) and also fully money back impossible if during 7 days you have used more than 25% of traffic from included to basic package's configuration bandwidth (in this case PathToWEB will refund only unused funds)
- 7.2 On termination of service/server/account we refund unused funds excluding situation when the cancellation/termination is an action in responce on violation PathToWEB's TOS
- 7.3 If PathToWEB deactivates your account(s) for violating policy, your will forfeit your rights to a refund. No refunds for advance payments, on de-activated accounts are acceptable