The following terms and conditions of this Service Level Agreement (SLA) apply
to all clients that have a Managed Hosting service level which includes Shared
Hosting, Reseller Hosting, Virtual Private Server Hosting, and Dedicated
Server Hosting, on the HostDime.co.uk, Inc. network, and was purchased
directly through HostDime.co.uk, Inc.
HostDime.co.uk, Inc. reserves the right to amend, modify, replace, or
suspend, from time to time in its sole discretion, all or any portion of
this SLA, its AUP or privacy policy.
Response Time SLA
hostdime.co.uk, Inc guarantees its customers will be provided with live
technical support twenty-four (24) hours per day every day of the year. All
clients with a managed service level are covered by our forty-five minute
initial response time guarantee for Level 1 support. This guarantee covers all
requests that are submitted through a trouble ticket to our Level 1 support
department via our help desk system or the customers portal
(core.hostdime.co.uk). HostDime.co.uk, Inc.'s Support Department shall respond
to all properly submitted requests within the response times stated below. In
the event that HostDime.co.uk, Inc. fails to respond to any properly submitted
request within the response times provided below, the customer shall be
entitled to receive a service credit of 5% of the clients anticipated monthly
uptime[i], per incident in a given month, up to a maximum 100% of monthly
service plan fee payable by the customer. The amount of compensation may not
exceed 100% of the clients monthly fee. This means that if a customer has two
(2) incidents in which HostDime.co.uk, Inc. failed to respond within the time
frame state below, they are entitled to receive a service credit of 10% of the
anticipated monthly uptime (or 72 hours based on a 30-day month).
Level 1: HostDime.co.uk, Inc. shall respond to all Level 1
support requests within forty-five (45) minutes[ii] of the Customers
submission of a trouble ticket via their customer portal account
(core.hostdime.co.uk). Level 1 support inquiries range from an inquiry about a
particular feature, the customers web site being unavailable, DNS related
questions, and basic diagnostics. Level 1 inquiries generally consist of all
questions related to the website and cPanel, and can be resolved without
accessing the server through SSH.
Requesting a Service Credit
As outlined in this Response Time SLA, HostDime.co.uk, Inc. shall issue a
service credit to the customer's account if HostDime.co.uk, Inc. does not meet
the guaranteed response time limits mentioned in the SLA. The Service Credit
will be applied to the clients next invoice that is due, after the credit has
been requested and approved by a member of the HostDime.co.uk, Inc. Management
staff. In order for a customer to receive a credit on their account, the
customer must request the service credit with seven (7) business days of the
incident in which the response time was not met. This credit request must come
from the authorized e-mail account for the customer's account, and must be
submitted directly in the form of a ticket to our Accounting Department via
the customer's portal account. The ticket must include the customer's account
information, and the Ticket Number in which the response time was not met by
HostDime.co.uk, Inc.'s Support Department. Since all response times are
checked through the Ticket Helpdesk System, there will need to be a Ticket
Number mentioned and/or the dates and times that the incident(s) occurred. The
Service Credit Request will be reviewed by a member of HostDime.co.uk, Inc.'s
Management staff to make sure the request is valid, and the customer will
receive notification of a Service Credit approval or denial. If a Service
Credit Request has been approved, the Service Credit will be applied to the
customers next due invoice.
[i] Anticipated monthly uptime is based on a 30-day month, or
720 hours per month.
[ii] This initial forty-five (45) minute response time
guarantee covers all Level 1 support related inquiries. This guarantee means
that all initial support requests will be responded to within forty-five (45)
minutes, but does not mean that the issue will be resolved within one (1)
hour. If an issue qualifies as an advanced issue, it may require the
assistance of our Level 2 or Level 3 Support department. The forty-five (45)
minute response time guarantee only applies to Level 1 support related
inquiries on initial contact, and does not apply to any other support levels.
This guarantee does not include response times during a network outage or an
issue which may affect the network infrastructure.