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Service Level Guarantee

Service Level Agreement

NetHostSpace 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 ensre maximum performance and uptime.

  Network Uptime
NetHostSpace guarantees that the network will be available 99.9% of the time in a given month, excluding scheduled maintenance. If Network Availability does not meet our 99.9% uptime guarantee, credits will be made available to each client on a case by case basis, not to exceed 50% of their base monthly fee. Network uptime includes all nework 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 recieve data from a server and such failure is recored in our Trouble Ticket System up until the server is able to send and recieve data again, as confirmed by NetHostSpace's own monitoring systems.

  • This SLA does not apply to delinquent customers.

  • Scheduled maintenance.

  • Circuits between NetHostSpace datacenter and the customer location.

  • Any networks or network equipment not owned or controlled by NetHostSpace.

  • Circumstances beyond reasonable control, including, without limitation, 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, 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.

  • 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, HTML, ASP, etc.)

  • Any negligence, willful misconduct, or use of the Services in breach of NetHostSpace's Terms and Conditions and Acceptable Use Policy; by user or other users.

  • DNS (Domain Name Server) issues outside the direct control of NetHostSpace.

  • False outages reported as a result of any NetHostSpace measurement system problems or errors.

  • Customers which run IRC/IRCd are not eligable for this SLA.

In order to recieve credit the client must submit a trouble ticket with in 7 days of the outage. The date and approximate time must be included in the trouble ticket. If NetHostSpace confirms the outage a credit will be applied with in two business days.

Take a look at Key Advantages
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