Service Level Agreement: Web Hosting
100% UPTIME GUARANTEE
This uptime guarantee is applicable on a per-service-item basis and is not applied to Your entire invoice. For example, if You have fifty (50) servers with Us, and one (1) of those servers experiences downtime, any credit due to You under this uptime guarantee would be proportional to that one (1) server’s downtime and not Your entire account with Us.
The uptime guarantee ONLY applies to network and instance availability during normal operation. The uptime guarantee does NOT apply to server-side software uptime. Any outage due to server software, operating systems, improper configurations, denial of service attack against your instance, instance suspension, instance paused/halted for any reason, or any other non-network or non-“host node” outage, for any reason and whether or not such outage is caused by Us due to upgrading, troubleshooting or performing any other tasks, is not subject to this uptime guarantee. The guarantee does NOT apply when scheduled maintenance occurs with a minimum of twenty-four (24) hour notice or in the event a time-critical patch/update must be applied as long as the outage/packet loss does not exceed ten (10) minutes.
In layman’s term, any downtime caused by your software (Themes and Plugins), coding issue, and failed updates are NOT covered by this guarantee.
Furthermore, none of the guarantees in this SLA may be combined. For example, a hardware outage that also disrupts network activity will not qualify You for two (2) separate credits. If for example, a hardware outage was the basis for the connectivity loss, the entire event will count as one single outage for the purpose of determining applicable credit.
In accordance with the procedure outlined below, you must initiate a support ticket and request that a credit be applied to your account. Merely initiating a support ticket related to an outage will not result in any credit to your account. Initiating a support ticket and requesting credit is what triggers an event for any potential credits; however, Digital Creatives must still determine, in its sole discretion, whether or not an eligible outage has occurred. If Digital Creatives determines that an eligible outage has occurred, then the ticket you generated will be used to generate a credit using the table below:
HOW TO OBTAIN YOUR CREDIT
In order to receive any credit offered under this SLA, You must initiate a support ticket related to the event AND expressly request that We issue a credit. DO NOT ASSUME THAT WE ARE AWARE OF YOUR OUTAGE. Your outage may be wholly unrelated to Digital Creatives’ services, so unless You contact Us via a support ticket, We may not be aware any problem exists. Outages related to hardware or other services or events not under Digital Creatives’ control are not eligible for any guarantee or credit offered under this SLA.
You may initiate a support ticket via e-mail to support [at] digitalcreatives [dot] com. Whichever method You choose, You MUST obtain a Digital Creatives ticket number as proof that you initiated a support ticket related to the outage, and the support ticket MUST ask for a credit related to the outage. As stated herein, the timestamp on the support ticket will mark the beginning of an outage should Digital Creatives determine that an eligible outage occurred. If Digital Creatives was aware of the issue before You were, Digital Creatives may notify You of the outage. In such instance, You must still initiate a support ticket to confirm that You are aware of the outage, and such support ticket must still also request a credit. To be clear, You must have a support ticket number in order to receive any credits under this SLA.