To ensure that customers are provided a service level consistent with the high expectations of both LiveServerSolution and our customers, we have the following Service Level Agreement (SLA) covering service interruptions related to network, power, and hardware. We guarantee a 99.99% network uptime. If in any given month we fail to meet this guarantee a LiveServerSolution customer is eligible for a credit on their current hosting account.
You must meet the below requirements in order to be eligible for an SLA credit:
- Your account must be in good standing
- All requests must be submitted within 5 days of the reported downtime.
- All requests must contain a ticket # of the service interruption
- You must submit a ticket through our helpdesk (http://www.liveserversolution.com/clients/submitticket.php) to the billing department.
SLA Credit will be generated as follows based on your Servers, monthly renewal price: Uptime Guarantee SLA Credit
Linux/Windows VPS - USA
|Network Uptime for the Month||Monthly Credit Upon Proper Request|
|99.7% - 99.8%||10% Credit|
|99.5% - 99.6%||25% Credit|
|99.3% - 99.4%||50% Credit|
|99.0% - 99.2%||75% Credit|
|98.9% and Below||100% Credit|
Cloud Servers - USA Singapore Japan Germany UK France Netherlands Australia
|Network Uptime for the Month||Outage Time Frame||Monthly Credit Upon Proper Request|
|99.99%||Less than 9 minutes||12Hrs Credit|
|99.98%||10 – 59 minutes||24Hrs Credit|
|99.85%||1 – 2 hours||48Hrs Credit|
|99.70%||2 – 4 hours||120Hrs Credit|
|99.50%||4 – 7 hours||240Hrs Credit|
|99.00% and Below||7+ hours||672Hrs Credit|
Dedicated Servers (Best Value Servers) - USA
|Outage Time Frame||Monthly Credit Upon Proper Request|
|1 - 15 minutes||5% Credit|
|1 – 2 hours||10% Credit|
|2 – 4 hours||20% Credit|
|4 – 6 hours||30% Credit|
|6 – 8 hours||40% Credit|
|8 – 10 hours||50% Credit|
|10 – 12 hours||60% Credit|
|12 – 14 hours||70% Credit|
|14 – 16 hours||80% Credit|
|16+ hours||90% Credit|
LiveServerSolution will review claims of SLA violations
during normal business hours of the first through seventh day of
the month, and will apply any applicable credit to Customer’s
account within two billing cycles after LiveServerSolution
receives Customer’s credit request.
3. Performance Credit Exclusions.
Notwithstanding any contrary provision in this SLA, LiveServerSolution shall not be liable to reimburse in any form for failure to meet any of the guaranteed service level where such failure arises from any one or more of the following:
3.1. Scheduled downtime, maintenance, or upgrades, including without limitations the following:
Maintenance by local public telecommunications and telegraph service providers on access circuits between LiveServerSolution and the clients’ Web sites;
Software maintenance made globally on LiveServerSolution’s network.
3.2. Emergency maintenance or upgrades, where such maintenance or upgrades are required by the occurrence of any events outside of LiveServerSolution’s control;
3.3. Failure of access circuits to the LiveServerSolution Network, unless such failure is caused solely by LiveServerSolution;
3.4. Erroneous SLA outages reported as a result of outages or errors of any LiveServerSolution measurement system;
3.5. Problems outside of LiveServerSolution’s network (upstream providers, or client’s inbound connection) not effecting 100% packet loss to our network, and interruptions or failures of individual service caused by Customer, Customer’s agents or employees, Customer’s clients, or other third parties, to Customer’s service. These interruptions and failures include, but are not limited to, the following:
• inaccurate configuration,
• third-party software,
• Customer’s abuse or over-utilization of resources,
• acts or omissions of any person for whom LiveServerSolution is not responsible, or
• any causes whether similar or otherwise outside LiveServerSolution’s control;
3.6. Circumstances beyond LiveServerSolution’s reasonable control and force major events including but not limited to the following:
catastrophic incidents, vandalism, lightning, power failure, fire, flood, earthquake, acts of nature, emergency, acts of any governmental body, war, insurrection, sabotage, armed conflict, terrorism, embargo, riots, curfew, strike or other labor disturbance, industrial disputes, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third-party services, virus attacks, worms, Trojans, spyware, adware or other malware, 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;
3.7. Services or communications protocols other than hypertext transfer protocol (HTTP).
3.8. DNS (Domain Name System) issues outside the direct control of LiveServerSolution;
3.9. DNS propagation;
3.10. 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, PHP, etc., any negligence, willful misconduct, or use of LiveServerSolution’s service in breach of LiveServerSolution’s Terms of Service, Acceptable Use Policy, or No-Spam Policy;
3.11. Faults caused by the client’s equipment, applications, interconnected equipment, networks, systems or gateways and / or the acts or omissions of the Customer, third-party components whether within or outside LiveServerSolution’s network or the acts or omissions of local exchange carriers or failure of third party services;
3.12. Outages elsewhere on the Internet that hinder access to your account or services. LiveServerSolution is not responsible for browser or DNS caching that may make your Web site appear inaccessible when others can still access it. LiveServerSolution will guarantee only those areas considered under the control of LiveServerSolution; or
3.13. Disconnection and / or reconnection of the services due
to non-payment of any charges payable to LiveServerSolution or
where the services are disconnected by reason of it being used
for any illegal, unlawful, or other objectionable purpose
described in the TOS or AUP.
3.14 Customer moving from the server where downtime occurred to another LiveServerSolution server in the same calendar month.
4. Nature of Credits; Sole Remedy.
4.1. Notwithstanding anything to the contrary in this SLA, the total amount credited to the Customer in a particular month under this SLA shall not exceed the total hosting fee paid by the Customer for such month for the affected service.
4.2. Credits are exclusive of any applicable taxes charged to
the Customer or collected by LiveServerSolution and are the
Customer’s sole and exclusive remedy with respect to any failure
or deficiency in service or in the availability of the
Customer’s Web sites.
5. General Terms.
5.1. You and LiveServerSolution agree that only measurements carried out by LiveServerSolution’s personnel shall be used for the calculation of unavailable time and LiveServerSolution’s records shall be conclusive evidence of that unavailable time. The client’s sole remedy in relation to a breach of this SLA shall be limited to the service credits provided accordingly in this SLA.
5.2. This SLA shall not apply during any trial or free period of the services, and this SLA does not come into effect until after the end of the first month of the applicable services has been provided.
5.3. This SLA does not relieve the Customer from the obligation to pay the Customer’s balance in full when it is due. SLA credits are always applied within two billing cycles after the month in which the downtime eligible for SLA credit occurs.
5.4. This SLA is subject to LiveServerSolution’s Terms of Service (TOS), as it may be modified from time to time. In the event of any conflict between any term or condition of this SLA and the TOS, the TOS shall govern and the conflicting portion shall be construed in accordance with applicable law as nearly as possible to reflect the original intentions of the parties to this SLA, and the remainder of the SLA’s provisions shall remain in full force and effect.