Service Level Agreement (SLA)

Choosing a hosting provider is never an easy decision. After all, your business is at stake and we fully understand that. You entrusting your business to HOZIO is something we take very seriously. For that reason, we have come up with a simple, but effective, on-your-side service level agreement (SLA) to protect you.

And when we say simple, we mean simple. What you read below, is what you get.

This agreement was updated on October 21, 2009.

Contract

Our Service Level Agreement is a contract between you, the customer, and HOZIO, the Internet Service Provider. It defines the terms of our responsibility and our money-back guarantee if we don't live up to our responsibilities.

Network Uptime

We guarantee that our data center network will be available 100% of the time, excluding scheduled maintenance. Our network is defined as everything, i.e., routers & switches, excluding the physical equipment, i.e., the server(s) and/or hardware as well as any services running on the equipment, such as, but not limited to, Apache, Bind, Sendmail, MySQL and all other services, daemons, applications and programs.

Hardware

We guarantee that we will replace any failed hardware component at no cost within 2-hours. Hardware is referring to your actual equipment, i.e., your server(s), all processors, memory, hard disk(s), motherboard, RAID controllers, power supplies, chassis, NIC's and all other server hardware related equipment.

Credit

A 10% credit based on the amount of your previous months invoice will be applied to your account for every hour the above-mentioned responsibilities are not met. Credits can only be applied towards your account for future monthly invoices.