Zippo Hosting
Dedicated Server Service Level Agreement (SLA)
Hardware Replacement Service Level Agreement
Zippo Hosting guarantees that in the event of a dedicated server
hardware failure, the faulty hardware will be replaced within 2
hours of identifying the problem. In the event that this guarantee
is not met, Zippo Hosting will issue a credit for ten times the
actual amount of additional downtime. The amount of compensation may
not exceed the customer's monthly recurring charge. This guarantee
does not include the time it takes to perform additional software
related maintenance, including rebuilding web accounts from backups
or rebuilding raid arrays.
Zippo Hosting's cumulative average time to replace
failed hardware is under 30 minutes.
Network Uptime Service Level Agreement
Zippo Hosting guarantees network uptime to be 100%. This guarantee
assures that all major routing devices within our network are
reachable from the global internet 100% of the time.
Network SLA Exclusions
Many possible situations are completely beyond the control of Zippo
Hosting, and therefore are not in the scope of this SLA. These
situations include:
- Scheduled Network Maintenance - occasionally
network maintenance will be required. Zippo Hosting will do
everything possible to minimize and avoid downtime during this
maintenance. You will receive prior notification of upcoming
maintenance at the email address we have on file. Scheduled
maintenance periods are not eligible for SLA credits.
- Hardware Maintenance - on rare occasions, the hardware in
your Dedicated Server may need maintenance or replacement. Zippo
Hosting will do everything possible to minimize any downtime in
these situations per our hardware replacement SLA. Any downtime
incurred as a result of this maintenance will not be counted
towards our network SLA.
- Software Maintenance - an important part of managing a
dedicated server is keeping the software up to date. If you
choose to have Zippo Hosting manage your server, occasional
software updates will be required to address security or
performance issues. Usually you will experience little or no
downtime in these situations, but we cannot guarantee a specific
amount of time in all situations.
- Malicious Attacks - if a third party not associated with
Zippo Hosting initiates a "Denial of Service" or other form of
disabling attack against your Dedicated Server or major portions
of our network, Zippo Hosting will do everything in it's power
to stop the attack, but cannot guarantee a resolution time.
- CPanel Issues - if you choose to run CPanel and Web Host
Manager on your Dedicated Server, the default install will be
configured for automatic updates of CPanel related software. On
occasion, one of these automatic updates could adversely affect
all or part of the CPanel related software on you server. Zippo
Hosting will do whatever is necessary to fix any Cpanel related
problems, but cannot guarantee a resolution time.
Network SLA Remedy
In the event that Zippo Hosting does not meet this SLA, Dedicated
Hosting clients will become eligible to request compensation for
downtime. If Zippo Hosting is directly responsible for causing the
downtime, the customer will receive a credit for 10 times ( 1,000% )
the actual amount of downtime. This means that if your server is
unreachable for 1 hour (beyond the 0.0% allowed), you will receive
10 hours of credit. If Zippo Hosting is not directly responsible for
causing the downtime, the customer will receive a credit for 10
times ( 1,000% ) the actual amount of downtime.
All requests for compensation must be received within 5 business
days of the incident in question. The amount of compensation may not
exceed the customer's monthly recurring charge.
How to Report a Problem
Zippo Hosting technicians are available 24 hours a day. There are a
number of ways to reach us, including toll free phone support,
online help desk, and email.
Dispute Resolution
Any dispute between Zippo Hosting and a subscriber shall be determined by
arbitration conducted by the American Arbitration Association pursuant to its
commercial arbitration rules. The arbitrator shall decide any dispute in
accordance with Nevada Law, without the application of choice of law
principles. Each party shall bear its own expenses and legal fees for the
arbitration. The arbitration shall be conducted in Carson City, Nevada,
unless both parties agree in writing to a different location. The arbitration
award is enforceable as a judgment of any court having proper jurisdiction.
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