Client Area

Acuerdo de nivel de servicio (SLA)

1. COVERAGE.

This SLA applies exclusively to the following service interruptions:

  1. Network Availability: We guarantee a 99% uptime for all network-related services. If network availability falls below this level for 30 consecutive minutes, the affected service will be covered by this SLA.
  2. Control Panel Availability: We guarantee a 99% uptime for the control panel. If the control panel is unavailable for 60 consecutive minutes, the affected service will be covered by the SLA. The distinction between network downtime and panel downtime applies when the server’s IP responds to a ping, but access to the panel is not possible.
  3. Hardware Availability: We guarantee that our physical hardware will be operational at all times for the applicable services. If the hardware fails to meet this commitment for 10 consecutive minutes, the SLA will cover the affected service.
  4. Protection Against Denial of Service (DoS/DDoS) Attacks: We commit to mitigating any denial of service attack. If we fail to control the attack within 30 minutes, the SLA will apply to the affected service.

 

2. SLA LIMITATIONS.

The SLA does not apply under the following circumstances:

  1. Scheduled Maintenance: Scheduled maintenance tasks are notified in advance via email, social networks, or on our website and are excluded from the SLA coverage.
  2. Software Failures: Issues arising from software errors or failures are not covered by the SLA. This includes third-party software, add-ons, and custom scripts.
  3. Customer-Caused Issues: Interruptions caused by the customer, such as the installation of unsupported files, modifications, or custom scripts, are excluded from the SLA coverage.
  4. Resource Overload: The SLA does not cover interruptions resulting from the overuse of the resources allocated to the service.
  5. Force Majeure and External Events: Circumstances beyond our control, such as natural disasters, government actions, or any other force majeure event, are not covered by the SLA.

 

3. CLAIMS FOR SLA NON-COMPLIANCE.

In the event of non-compliance, compensation will be offered under the following terms:

  1. Downtime Compensation: For every 12 hours of unplanned downtime, the customer will receive two additional days of service.
  2. Claims Procedure: To receive compensation, the customer must submit a claim through a support ticket from their account. Claims must be submitted within seven days following the service interruption.
  3. Evaluation of Claims: All claims will be investigated, and their outcome will be at the discretion of Hostealo. We reserve the right to reject claims deemed fraudulent or submitted for interruptions intentionally caused by the customer.
  4. Compensation Exceptions: Claims related to scheduled downtime will be automatically rejected. Hostealo also reserves the right to deny compensation if it is suspected that the customer was involved in causing the DoS/DDoS attack.

 

4. APPLICABILITY.

This SLA is valid only for direct customers of Hostealo. It does not apply to resold or subcontracted services.