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Hostway VPS Service Level Agreement Summary
This Service Level Agreement applies to Virtual Private Server (VPS) customers only. The information displayed here consititutes your Sevice Level Agreement with us.
Service Level Agreement (SLA) Guide
We are committed to providing all our customers with the highest level of technical support and recovery service in the industry today. Our technicians are experts in their field, not only keeping client services operational, but also providing friendly and quality technical advice whenever necessary.
Hostway understand how important technical support is to our customers. We ensure that you are properly advised at the outset and properly supported from day one, with a variety of flexible support products designed to meet your specific requirements from telephone support through to full 24x7 days a week coverage for 'mission critical' operations. Engineers are made available at a cost of £90.00 per hour who can configure or install software on your behalf.
The entire Hostway network is monitored 24 hours a day by qualified Corporate Support engineers. We also operate Pager Alarm Response Services, so Corporate Support engineers can proactively monitor services and the current status of network resources. If a problem is detected or anticipated our engineers can respond and inform you immediately.
Hostway provide a quality assurance model in all aspects of our inspection, testing, installation and recovery procedures.
Hardware uptime SLA and rebate
 99.9% Server Hardware Functional Availability
99.9% Power to Machine guarantee
For every hour above our acceptable outages on a calendar month, you will be reimbursed 5% of your monthly fee, to a maximum of 50% of the net fee for the month. This is active only after a report of a failure by the Customer.
Network uptime SLA and rebate
99.97+% network (router) availability based on network average
Average delay time not to exceed 300ms in Europe and 500ms to the US from 3 independent routes.
Packet loss to not exceed 2% over any 24 hours period from 3 independent routes.
For every hour above our acceptable outages on a calendar month, you will be reimbursed 5% of your monthly fee, to a maximum of 50% of the net fee for the month. This is active only after a report of a failure by the Customer.
Hostway reserves the right to levy a fee of £90.00 for false alarm and faultless system reports.
Application Types
As stated elsewhere within this section of the Hostway site, VPS customers are hereby notified that there are certain exceptions to the types of applications that can run on the Hostway VPS Root architecture. These include but are not limited to the following:-
1. Applications that require the loading of a kernel module.
2. Applications that require a specific kernel module, or module version, that is not included in the existing distribution.
3. Applications that require direct access to block or character devices.
4. Applications that require NPTL.
As such, any outage or service interruption deemed by Hostway to be due to inappropriate choice of application or software, as per the notice above, will not be eligible for reimbursement.
Please email our Sales Representatives if you have any questions.
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