hosting: ValueHost 2.0


Service Level Agreement

New ValueHost 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 ValueHost 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. ValueHost 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.
    Compliance Information and Review
  • 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 ValueHost 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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