Our service level agreement (SLA) sets out what levels of availability and support the client is guaranteed to receive for website hosting and email hosting on H22 servers and how compensation is provided should those responsibilities ever fail to be met.
It also explains what penalties will be applied to the client should it fail to meet these levels.
The networks in H22 selected data centres have been engineered to provide redundancy. This means if any single component fails, there is another piece of equipment that will take over.
We guarantee 99.9% uptime on our data centre networks, which is defined as the connection from the outbound port of the data centre and the network card on the web server.
In the event of any H22 network outage of more than 1 hour we will credit 100% of any hosting fee for the affected month and is limited to this amount.
H22 will be responsible for its network and not for the general conditions of the internet. Delays that occur outside of our data centre routers caused by ISP failures, or third party services (including DNS propagation) resulting in degradation of service cannot be guaranteed by H22.
H22 guarantees the functionality of all server hardware components within their selected data centres and will replace any failed component at no cost to the client.
Hardware is defined as the processors, RAM, hard drives, motherboard and other hardware included with the server.
In the event of any H22 hardware failure which results in an outage of more than 1 hour, H22 will credit 100% refund of any hosting fee for the affected month and is limited to this amount.
Our selected data centres are temperature monitored and maintained by multiple air conditioning systems. All servers have fully redundant uninterruptible power supply (UPS) systems as well as backup generators for use during utility power outages.
In the event of any infrastructure outage of more than 1 hour we will credit 100% refund of any hosting fee for the affected month and is limited to this amount.
This SLA is written in a spirit of partnership. H22 will always do everything possible to rectify every issue in a timely manner.
However, there are a few exclusions. Our SLA does not apply to:
Additionally, our SLA does not apply:
Our SLA does not apply in circumstances that could be reasonably said to be beyond H22’s control. For instance: floods, war, acts of god and so on.
Our SLA also does not apply if the client is in breach of its contract with the supplier for any reason (e.g. late payment of fees).
Having said all that, H22 aims to be helpful and accommodating at all times, and will do its absolute best to assist our clients wherever possible.
H22 will provide and maintain H22 systems used by the client.
Additionally, H22 will:
The client will use H22 provided systems as intended.
Additionally, the client will:
To receive an SLA credit please email us within 10 days of the outage. Please include all dates and times of unavailability. Once a request has been verified we will credit your account within 7 days.