Shared Hosting Service Level Agreement
1. Coverage and definitions
This Web Site Service Level Agreement (SLA) applies to a shared hosting customer’s hosting plans (“plans”) if their account is current (i.e., not past due) with Red Rook Web Hosting (Red Rook).
As used herein, the term “hosting customer” means the paying customer of Red Rook and person responsible for the upkeep of the hosting plans.
As used herein, the term “Web Site Availability” means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of a plan’s Web Site is available for access by third parties via HTTP and HTTPS, as measured by Red Rook.
99.5 – 100% 0% 98 – 99.4% 10% 95 – 97.9% 25% 90 – 94.9% 50% 89.9% or below 100%
2. Service Level
Red Rook’s goal is to achieve 100% Web Site Availability for all plans.
Subject to Section 5 below, if the Web Site Availability of a plan’s Web site is less than 100%, Red Rook will issue a credit to the hosting customer in accordance with the above SLA credit schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services.
3. Fault Reporting and Technical Support
The Red Rook network and hardware is monitored 24 hours a day. In the event of a failure, technical support is notified immediately, allowing us to rectify any issues in the shortest time frame possible. Red Rook reserves the right to levy a $55 fee for false alarm and faultless system reports.
Technical Support SLA
|Urgent / Critical||20 min||4 hours||– Complete loss of service.
– The product or service is unusable or unavailable.
– Significant customer service impact.
|Degraded Service||4 hours||8 hours||– Functionality of the product or service is restricted.
– Business can operate at reduced capacity whilst problem exists.
– Limited or potential significant customer service impact.
|Normal||8 hours||48 hours||– Product or service is available. No immediate impact.
– Resolution / bypass is in place.
– Business can operate whilst problems exist.
– Minimal customers impacted.
Please note that in many cases faults are resolved well within the guidelines as set out above.
Normal Support Requests:
For normal (non-urgent) support requests or management assistance please submit a Support Request via the form at http://support.redrook.com.
Emergency Support Requests:
Urgent faults or support requests 24/7/365 can be made by phoning 1800 664 321. It is also required to submit a Support Request via the form at http://support.redrook.com. (In some instances you may be provided with further instructions).
Red Rook must occasionally perform scheduled network and server maintenance. Red Rook will attempt to perform all scheduled maintenance at a time that will affect the fewest customers, and we will do everything possible to minimize and avoid service disruption during this maintenance window. Advance notification is sent to the customer’s email address on file with Red Rook, of upcoming scheduled maintenance. Scheduled maintenance outages are excluded from your service level agreement.
Red Rook may need to perform unscheduled maintenance. If this maintenance requires services to be offline we will attempt to contact customers via email and/or phone advising of the conditions. Details as they become available can then be provided via email and/or phone to affected customers after the maintenance has been completed.
The hosting customer shall not receive any credits under this SLA in connection with any failure or deficiency of Web Site Availability caused by or associated with:
a. circumstances beyond Red Rook’s 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, 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 Red Rook Network, unless such failure is caused solely by Red Rook;
c. scheduled maintenance and emergency maintenance and upgrades (see section: 4. above);
d. DNS issues outside the direct control of Red Rook;
e. issues with FTP, POP, IMAP, or SMTP customer access;
f. false SLA breaches reported as a result of outages or errors of any Red Rook measurement system;
g. hosting customer’s acts or omissions (or acts or omissions of others engaged or authorized by hosting 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 Red Rook’s Terms and Conditions and Acceptable Use Policy;
h. email or webmail delivery and transmission;
i. DNS (Domain Name Server) Propagation.
j. outages elsewhere on the Internet that hinder access to your account. Red Rook is not responsible for browser or DNS caching that may make the Web Site appear inaccessible when others can still access it. Red Rook will guarantee only those areas considered under the control of Red Rook: Red Rook server links to the Internet, Red Rook network hardware, and Red Rook servers.
6. SLA Credit Request Procedure
Credits are available to customers in accordance with the VPS availability SLA (see section: 2. Website availability SLA).
Customers with accounts in arrears (i.e., past due) with Red Rook for any services do not qualify for SLA claims. Customers making false or repetitive claims will incur a fee of $55 per incident for such claims. Customers participating in malicious or aggressive Internet activities resulting in attacks or counterattacks do not qualify for SLA claims and shall be in violation of the Terms and Conditions.
Requests for compensation must be received within 5 business days of the incident in question. The total credit applied to a customer’s account may not exceed the customer’s monthly recurring fee.
To receive a credit, a customer must submit a Credit Request to Red Rook Billing. Each request in connection with the SLA must include the customer’s Client ID (as per Red Rook invoices) and the dates and times of the unavailability of the Shared Hosting service.
If the unavailability is confirmed, a credit will be applied to the customer’s account with Red Rook within two billing cycles after Red Rook’s receipt of the customer’s Credit Request. Credits are not refundable and can be used only towards future invoices.
Credits are the customer’s sole and exclusive remedy with respect to any failure or deficiency of the customer’s Shared Hosting service availability.