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Quality Agreement (SLA)
This service-level agreement applies to you as a customer if you have ordered one of the web hosting packages in the Standard, Business or Reseller Linux Hosting category. The term "uptime" refers to the percentage of a particular month (the month in question is the total number of days, of 24 hours / day), where your web site is available to be accessed from a neutral location via HTTP. Uptime is measured by Net Solution systems located within our data center and other data centers in Romania.
Level of service availability guarantee
Our goal is to achieve a 100% uptime for site availability for each of our customers.
| Guaranteed Uptime | Percentage return |
|---|---|
| 99.5% – 100% | 0% |
| 98% – 99.5% | 50% |
| 95% – 97.9% | 75% |
| mai putin de 95% | 100% |
Customer accounts will not be credited to this quality commitment if any error or non-functioning of the site is caused or generated by:
- Situations of force majeure over which we can not have any influence such as: wars, natural disasters, unavailability, interruption of communications, viruses, hackers, the inappropriate failure of software provided by another source (free scripts, e-commerce software or processor online payments), fires, floods, earthquakes, embargoes, actions of the legal authorities;
- Announced maintenance or critical maintenance work, like server upgrades.
- Domain name system (DNS), problems that can not be controlled by Net Solution Hosting SRL;
- Client access issues with FTP, POP, IMAP, or SMTP.
Crediting of accounts is made in percent, based on recurring monthly fees, consisting of discounts on the following invoices.
Request response time
Crediting of accounts is made in percent, based on recurring monthly fees, consisting of discounts on the following invoices.
Net Solution provides the following guarantees for the response time for technical support notifications (tickets or emails):
Sales Department: maximum response time 60 minutes (Monday to Friday between 10:00 and 17:00)
