Host Capitol knows that you cannot afford to be let down by your Hosting Provider. That is why Host Capitol makes a commitment to its customers through its Service Level Agreement (SLA). This provides certain rights and remedies regarding the availability and performance of Host Capitol’s network and services.
1) Coverage; Definitions
This Service Level Agreement (SLA) applies to you (the “customer”) if you have ordered any of the following hosting services (the “Services”) from Host Capitol LLC, hereinafter referred to as “Host Capitol”, and your account with Host Capitol is current (ie., not past due): Linux Shared Hosting, Windows Shared Hosting, Linux Reseller Hosting, Windows Reseller Hosting, Virtual Private Servers, Semi-Dedicated Hosting, and Dedicated Servers.
Host Capitol will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:
1. Your Account must be in good standing with us.
2. You must submit a ticket through our help desk to the billing department.
3. All requests must be submitted within 5 days of the reported downtime.
4. All requests must contain a ticket # of the service interruption.
SLA Credit will be generated as follows based on your monthly renewal price:
|Uptime Guarantee||SLA Credit|
|100% – 99.9%||Guaranteed|
|99.89% – 99.8%||5%|
|99.79% – 99.7%||10%|
|99.69% – 99.5%||20%|
|99.49% – 98.0%||30%|
|97.99% – 96.0%||40%|
|95.99% – 93.0%||50%|
|92.99% – 90.0%||75%|
|Less than 90.0%||100%|
Host Capitol is not responsible for and will not issue any credits under this SLA in connection with any failure or deficiency of Wesite Availability caused by or associated with:
a. circumstances beyond Host Capitol’s reasonable control including, but not limited to, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, but not limited to, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
b. failure of access circuits to the Host Capitol Network, unless such failure is caused solely by Host Capitol;
c. scheduled maintenance and emergency maintenance and upgrades;
d. DNS issues outside the direct control of Host Capitol;
e. issues with FTP, POP, IMAP, or STMP customer access;
f. false SLA breaches reported as a result of outages or errors of any Host Capitol measurement system;
g. customer’s acts or omissions (or acts or omissions of others engaged or authorized by the customer), including, but not limited to, custom scripting or coding (e.g., CGI, PERL, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of Host Capitol’s Terms of Service and Acceptable Use Policy;
h. e-mail or webmail delivery and transmission;
i. DNS (Domain Name Server) Propagation.
j. outages elsewhere on the Internet that hinder access to your account. Host Capitol is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. Host Capitol will guarantee only those areas considered under the control of Host Capitol.
k. scheduled downtime or planned maintenance announced via the client portal.
4) Payment Procedures
Once customer has submitted a ticket through the help desk and service unavailability confirmed by Host Capitol, credits will be applied within two billing cycles after Host Capitol’s receipt of customer’s credit request.
Credits are not refundable and can be used only towards future billing charges.
Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by Verio Europe and are customer’s sole and exclusive remedy with respect to any failure or deficiency in the Website Availability of customer’s Website.
This SLA is subject to change at the sole discretion of Host Capitol and will be updated on our website.
Any changes made to this SLA will take effect 7 days after it is published.