Service Level Agreement (SLA)

 

The following SLA only applies to the Magento Containers


100% Network Uptime


GentoHosting.com guarantees 100% network availability for our public Internet network. In the event that our network does not experience 100% network uptime in a given month, GentoHosting.com will refund 5% of the customer's monthly service fees for those servers affected for each 30 minutes of network downtime experienced up to 100% of the monthly service fees for those servers affected.



Terms


All SLA claims must be filed by opening a support ticket within 7 days of the incident. The support ticket must include all relevant information, including server name, IP address, full description of the incident, and any logs (if applicable). All SLA credits will be issued as service credits against future invoices.


Network downtime is measured from the time the network is 100% unreachable until connectivity has been restored. Any scheduled downtime or network maintenance will not apply towards this downtime calculation. The 100% network uptime guarantee does not apply to any software or services running on a client's server and/or account, nor to any hardware within a client's server.


Clients currently in arrears for services do not qualify for SLA claims. Clients participating in malicious or aggressive activities, thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.


GentoHosting.com. will proactively monitor service uptime, and these monitoring systems will be the sole arbitrator of system availability.