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Service Level Agreement

HostPalace provides a service level agreement (SLA) that defines the level of service and system uptime customers can expect. The SLA is a contract that holds HostPalace accountable for meeting promised uptime levels. It aims to provide customers with peace of mind in knowing that HostPalace will stand by its commitments. Key aspects of the SLA include deploying dedicated servers within 2 hours if they are in stock, addressing hardware issues within 4 hours, and ensuring 99.98% uptime with credits for downtime ranging from 5-100% of invoices depending on the length of outages.

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98 views1 page

Service Level Agreement

HostPalace provides a service level agreement (SLA) that defines the level of service and system uptime customers can expect. The SLA is a contract that holds HostPalace accountable for meeting promised uptime levels. It aims to provide customers with peace of mind in knowing that HostPalace will stand by its commitments. Key aspects of the SLA include deploying dedicated servers within 2 hours if they are in stock, addressing hardware issues within 4 hours, and ensuring 99.98% uptime with credits for downtime ranging from 5-100% of invoices depending on the length of outages.

Uploaded by

Anonymous Luvt2k6K
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Service Level Agreement (SLA) will make it clear to you what exactly HostPalace will deliver especially with

regards to
system uptime. We give you in writing what you can expect in terms of uptime from us.

SLA is a contract that will keep HostPalace accountable towards fulfilling its uptime and availability promises.

SLAs will give you additional peace of mind as HostPalace will stand by its SLA promise, come what may. And that too
consistently.

HostPalace SLA

Dedicated Server Deployment


The maximum time we take to deploy a server (available in stock) is 2 hours.

Kindly Note:

If your requirement is for a customized dedicated server (server that we do not have currently in stock, or one needing
changes/hardware upgrades in server configuration), we may need more time to deliver the server. In such case, we will
inform you about the approximate server delivery time at the time of order processing.

Hardware Replacement
To fix any of your hardware related issue, we will take 4 hours at the most from the time we start investigating.

Uptime & Availability


In our uptime SLA, we ensure that our datacenter will stay online with 99.98% uptime.

In the event of downtime, we will credit you 5%-100% of invoice amount depending on the uptime recorded.

Terms And Conditions

HostPalace will use reasonable efforts to resolve problems as quickly as possible. As HostPalace offers this service based
on a combination of third party Hardware & Software, HostPalace will not offer any service credits to the Customer in case
of non-availability of his web site due to a problem with not having a redundant architecture in their set up. In such
cases, HostPalace will work with the customer to remedy problems at the earliest.

HostPalace reserves the right to modify the server manufacturer at any time. In the event that HostPalace changes the
server manufacturers, Customer is assured that the specifications contracted will remain the same. Customer may
contact HostPalace for details pertaining to any other server configurations that might be available.

Disclaimer

This Agreement is effective from the date on which Order Processing Form (OPF) is placed and Client accepts the terms as
mentioned in the Terms of Services (TOS), Acceptable use policy (AUP) and this Service Level Agreement (SLA) which
forms part of the OPF. This Agreement is between HostPalace hereinafter referred to as “Service Provider” and the Client
and is valid for a term as stated in the OPF. The terms of this Agreement shall apply only to those Services which are
referred in the OPF and any Supplemental Services agreed by both the Parties.

HostPalace Web Solution Private Limited reserves the right to change the terms and conditions of this Agreement with
respect to the Services to be provided to Client subject to mutual approval.

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