Service Level Guarantees for VPS
WebHostingU Service Level Guarantees
SERVICE GUARANTEES
99.9%
Network Uptime Guarantee
WebHostingU guarantees
that the main virtual machine where your VPS is located will be up and
running at least 99.9% of the time during your subscription with us.
However, we cannot be held responsible for upstream problems outside
of our network and areas where
WebHostingU has no
direct influence, such as backbone provider failures, fiber-optic main
line cuts, DNS or Registrar problems with subscribers' domain names,
routing problems between a client's location and our data center. The
uptime guarantee is also not applicable if the service interruption
was caused by a natural or unnatural event that is not directly under
the control (or jurisdiction) of
WebHostingU.
WebHostingU may temporarily deny or terminate the Service upon
client's failure to pay their charges at due time.
WebHostingU guarantees 99.9% network uptime and server stability for the main virtual machine. This, however, does not refer to problems stemming from:
a. Server Hardware Breakdown.
b. User error(s) or purposeful interruption(s) (e.g. if the client shuts his/her own server down, WebHostingU is not responsible for the downtime).
c. Failures due to software that is not explicitly supported by WebHostingU. Consequently, if a hardware crash provoked by the customer happens, WebHostingU has no responsibility for the resulting downtime.
Network Outages or Unexpected Downtime is any unplanned or unexpected interruption in the network availability due to hardware, software, network connectivity or data center problem, during which a 100% packet loss is experienced.
Scheduled Downtime is any scheduled interruption of the services for the purpose of network software/hardware upgrades, or replacement of any network equipment in order to be provided better service for the customers. Scheduled downtimes occur within pre-notified downtime periods, with as many warnings as possible sent via e-mail or posted in our news section minimum 24-hour in advance.
SUPPORT RESPONSE GUARANTEE
WebHostingU guarantees 24/7 support available 365 days per year, for
all the pre-installed software on your VPS. Support is available via
our online Contact Us form, via email, and the VPS Plan Manager
integrated ticketing system. Each ticket is replied to within no more
than 60 minutes after it has been opened.