Service Level Agreement

New Hostix Partner 2.0 hosting is a service with capital “S”. Our hosting has one of the best server uptime. Work monitoring is carried out twenty four hours a day both in automatic mode (special robots supervise the process) and manually, by a “living” administrator, who watches that servers are in good state.

Efficiency of your websites is guaranteed by a special Service Level Agreement (SLA).

• Hosting Site Availability.
  The average % of efficiency of a web-server per month is no less than 99.9%.
• Hosting Server Packet Loss.
  The average % of packet loss per month is no more than 0.2%
• Hosting Fault Reporting
  • The time of reaction and complete elimination of a critical failure does not exceed 12 hours.
  • The time of reaction and complete elimination of a failure does not exceed 1 business day.
• Planned Hosting Outages.
  On Hostix Partner hosting engineering works on servers and routers are carried out from time to time. Time of such works is usually 6.00-7.00 Moscow time. Hostix Partner Company will make great effort to warn you about planned works in advance, at least five days prior to the day when the works are carried out.
• wh 64 Support Reporting Time.
  The time of Support Service reaction on a received request on the Online Support is no more than 20 minutes during the work day and no more than 2 hours during an emergency. The response of Support Services should either contain an expected time of solving a problem, or a data request needed to solve a problem; or a message on problem elimination.
• Compensation
  In rare cases when the quality of work or a provided service differs from the indexes shown in sections 1, 2, 3 and 5 of this document, you may demand from wh 64 hosting a compensation for a server idle time, but no more than 100% of the monthly payment according to the Agreement with wh 64 and no more often than once a month. A decision on compensation is taken in Hostix Partner Company by the head of a department.
• Guarantees according the SLA are fulfilled by a Web Hosting Corporation. Federal Service for Supervision in the Sphere of Mass Communication, Communications and the Protection of Cultural Heritage (ROSSVYAZOHRANKULTURA) License № 46943 and № 50916.

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