Our Promise (SLA)

The Service Level Agreement (SLA) covers certain aspects of our Shared Hosting, FreeBSD Virtual Private Server (VPS), and FreeBSD Managed Private Server (MPS) hosting accounts. Our goal is to achieve 100% Website Availability for all customers. The SLA serves to provide you confidence and assurance that we stand behind our hosting accounts.

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In the event that your hosting accounts falls below 99.9% Website Availability, you may request a credit per the terms and conditions of the SLA. To request a credit, feel free to contact Support at support@hostriser.com.

Requests for credits must be received by Host Riser within ten (10) days after the incident for which the review is being requested. If the unavailability is confirmed by Host Riser, a credit will be applied within two (2) weeks. Credits are not refundable and can only be used for current or future charges.

Complete terms and conditions of our SLA are found below.

1. Coverage and Definitions

This Website Availability Service Level Agreement (SLA) applies to you ("customer") if you have ordered any of the following Unix hosting account services from Host Riser (the "Services") and your account is current (i.e., not past due) with Host Riser: Shared Web Hosting Plans, Virtual Private Server, or Managed Private Servers (FreeBSD). As used herein, the term "Website Availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer's website is available for access by third parties through HTTP and HTTPS, as measured by Host Riser.

2. Service Level

1. Goal: Host Riser's goal is to achieve 100% Website Availability for all customers.

2. Remedy: Subject to Sections 3 and 4 below, if the Website Availability of customer's website is less than 100%, Host Riser will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:

Website Availability	Credit Percentage
99.9 to 100%	0%
98% to 99.8%	10%
95% to 97.9%	25%
90% to 94.9%	50%
89.9% or below	100%

3. Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Website Availability caused by or associated with:

circumstances beyond Host Riser's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
failure of access circuits to the Host Riser Network, unless such failure is caused solely by Host Riser;
scheduled maintenance and emergency maintenance and upgrades;
DNS issues outside the direct control of Host Riser;
issues with FTP, POP, IMAP, or SMTP customer access;
False SLA breaches reported as a result of outages or errors of any Host Riser measurement system;
customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of Host Riser's Terms and Conditions and Acceptable Use Policy;
e-mail or webmail delivery and transmission;
DNS (Domain Name Server) Propagation.
outages elsewhere on the Internet that hinder access to your account. Host Riser is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. Host Riser will guarantee only those areas considered under the control of Host Riser: Host Riser server links to the Internet, Host Riser's routers, and Host Riser's servers.

4. Credit Request and Payment Procedures

To request a credit for Signature, VPS, or MPS accounts, the customer must login to the specific account's Account Details page of the Account Information Interface in the Reseller Backroom.

Each request in connection with this SLA must include the dates and times of the unavailability of customer's website and must be received by Host Riser within ten (10) business days after the customer's website was not available. If the unavailability is confirmed by Host Riser, credits will be applied within two billing cycles after Host Riser's receipt of the customer's credit request. Credits are not refundable and can be used only towards future billing charges.

Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services.

Credits are exclusive of any applicable taxes charged to customer or collected by Host Riser and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Website Availability of customer's website.

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