1. Network Availability SLA
This SLA applies to customers who ordered virtual web hosting, VPS, dedicated server, or co-location services and whose account is current. Availability means the percentage of a month that customer services are available from the internet, as measured by Esited.
Esited's goal is 100% availability. If availability is less than 100%, eligible credits are calculated from the monthly service charge for affected services.
| Availability | Credit Percentage |
|---|---|
| 99.999% to 100% | 0% |
| 99.9% to 99.998% | 5% |
| 98% to 99.8% | 10% |
| 95% to 97.9% | 25% |
| 90% to 94.9% | 50% |
| 89.9% or below | 100% |
2. Hardware Replacement SLA
This SLA applies to eligible customers with virtual web hosting, VPS, or dedicated server services. Replacement Time means the minutes needed to replace defective server components with working components of equal or better quality and performance, as measured by Esited.
| Replacement Time | Credit Percentage |
|---|---|
| 0 to 60 minutes | 0% |
| 60 to 120 minutes | 5% |
| 120 to 240 minutes | 10% |
| 240 to 480 minutes | 25% |
| 480 to 960 minutes | 50% |
| Over 960 minutes | 100% |
3. Support and Remote Hands SLA
This SLA applies to eligible customers with virtual web hosting, VPS, dedicated server, co-location, or DDoS protection services. Response Time means the time it takes Esited to acknowledge and dispatch qualified personnel for a written technical support or remote hands request.
| Response Time | Credit Percentage |
|---|---|
| 0 to 15 minutes | 0% |
| 15 to 30 minutes | 5% |
| 30 to 60 minutes | 10% |
| 60 to 120 minutes | 25% |
| 120 to 240 minutes | 50% |
| Over 240 minutes | 100% |
4. Exceptions and Credit Requests
Credits do not apply to failures caused by circumstances beyond Esited's reasonable control, scheduled or emergency maintenance, DNS issues outside Esited control, customer acts or omissions, insufficient account or equipment information, inability to contact the customer, or failures outside Esited-controlled network areas.
To request a credit, customers must submit a support ticket within ten business days after the breach. The request must include the domain name, account number, date and time of the breach, and must be submitted by an authorized account contact. Validated credits are applied within two billing cycles and are not refundable.
5. Service Management SLA
For managed dedicated servers or server management for co-location services, Esited aims to provide fast, comprehensive troubleshooting and resolution for supported server issues. Covered areas include Esited-installed hardware, network and power, supported operating systems, common server software, DNS, migrations, security audits, load balancing, and purchased add-on services.
Custom software applications are not covered unless a custom service contract has been arranged. Esited may prioritize or limit support where support policies are abused or requests exceed reasonable monthly support allocation.