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Dynamic Hosting understands the importance
of network availability to our customers. Thus we are making
commitments to our customers in the form of a Service Level
Agreement (SLA). We have developed the following SLA to ensure
our customers receive maximum performance and value for their
patronage.
Network Uptime
Dynamic Hosting was the first Canadian hosting provider to introduce
a network uptime money back guarantee of 99.99% (excluding scheduled
maintenance outages). We continue to offer this guarantee because
we are able to consistently achieve exceptionally high server
uptimes that are second to no other provider in the industry.
If our network availability does not meet our 99.99% uptime
guarantee, credit will be made available to any client upon
request, not to exceed 50% of their base monthly fee. Network
uptime includes all network infrastructure including routers
and switches but does not include services or software running
on the client's server. Network downtime exists when a particular
customer is unable to send or receive data from a server and
such failure is recorded until the server is able to send and
receive data again, as confirmed by a third party monitoring
system like Alertra.com. The guarantee only applies to our UNIX
server plans. If a client is experiencing network connectivity
issues with their own Internet Service Provider (ISP) Dynamic
Hosting can not be held responsible.
Credits
In order to receive credit the client must submit an email to
support@DynamicHosting.biz
within 7 days of the outage. The date and approximate time must
be included in the email. Once Dynamic Hosting confirms the
outage, a credit will be applied with in two business days.
Server Hardware Guarantee
Clients with dedicated servers hosted by Dynamic Hosting are
eligible for our Hardware Guarantee. If a hardware component
included as part of the Client's dedicated server hardware configuration
fails during the term of our contract, we will replace it at
no charge to the client. We guarantee the replacement of defective
hardware within 2 hours of identifying the source of the problem.
If the replacement takes longer than two hours, we will refund
up to 5% of the Client's base monthly recurring fee per hour
of downtime exceeding the initial two hours, up to 100% (one
hundred percent) of the base monthly recurring fee. This guarantee
covers the power supply(s), cabling, CPU(s), motherboard, network
card(s), hard disk(s), modem(s), and RAID or disk controller(s).
This guarantee does not cover data recovery or restoration.
The guaranteed replacement time window does not include time
to rebuild a RAID array, although that service is included at
no charge, with the exception of time to recover or restore
data. Refund Procedures and Exceptions
Technical Support
Dynamic Hosting provides you with technical support on setup
of your account, ftp access, and other server related issues
free of charge. Dynamic Hosting does not provide support for
web applications, scripts, or components from third parties
or developed by you. These services can be provided at reasonable
rates. To inquire, call our toll free number (1.866.567.8464).
Dynamic Hosting's Technical Support Department operates 24 hours
a day, 7 days a week, 365 days per year and is available by
E-mail at Support@DynamicHosting.biz.
(Note: there is no telephone technical support for customers
on the 'Buck A Month' and 'Economy package' hosting plans. See
SLA exception #11 for more details). Company's standard response
time to technical support issues is one hour. This time, however,
depends on the complexity of the inquiry and workload in general.
The Technical Support Department assigns the highest priority
to customer inquiries related to the servers' unavailability.
These issues are addressed immediately upon receiving e-mail
notification from a customer. All inquiries regarding Company
billing for its services should be sent to billing@DynamicHosting.biz.
All inquiries regarding reselling Company's services, purchasing
of new accounts, and available discounts should be addressed
to Sales@DynamicHosting.biz.
Escalation
If You are dissatisfied with DynamicHosting.biz's Shared Web
Hosting Service or if you are unable to resolve a technical
support issue within the parameters outlined in this Service
Level Agreement please contact DynamicHosting.biz's Customer
Support Manager at CSR.Manager@DynamicHosting.biz
regarding your concerns. The Customer Support Manager will review
your concerns, investigate, and respond to your request within
two business days. As issues may be complex or require extensive
investigation, this two business day response time does not
imply that a resolution is guaranteed within two business day.
Data Retention
Dynamic
Hosting will not retain any of your data after account termination.
All data is deleted from the servers at the time the account
is terminated. Requests to provide data after account termination
require extensive manual efforts that requires a fee.
Exceptions
1) This SLA does not apply to delinquent customers.
2) Scheduled maintenance.
3) Network connections between Dynamic Hosting data center
and the customer location.
4) Any networks or network equipment not owned or controlled
by Dynamic Hosting.
5) Circumstances beyond reasonable control, including,
without limitation, acts of any governmental body, war, insurrection,
sabotage, armed conflict, embargo, fire, flood, strike or other
labour 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, without limitation, e-commerce
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.
6) Customer's acts or omissions (or acts or omissions of
others engaged or authorized by customer), including, without
limitation, custom scripting or coding (e.g., CGI, Perl, PHP,
HTML, ASP, etc.)
7) Any negligence, willful misconduct, or use of the Services
in breach of Dynamic Hosting 's Terms and Conditions and Acceptable
Use Policy; by user or other users.
8) DNS (Domain Name Server) issues outside the direct control
of Dynamic Hosting.
9) False outages reported as a result of any Dynamic Hosting
measurement system problems or errors.
10) Customers who run IRC/IRCd are not eligible for this
SLA.
11) Customers on the 'Buck A Month' and 'Economy package'
hosting plans are not eligible for this SLA If a client calls
the toll free number for support while on one of these packages,
they will be billed $0.75 CA per minute of support. Email support
is free. |
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