Service level agreement
THis Service Level Agreement (SLA) applies to you ("customer") if you have current active hosting services with Heronode Solutions S.A.S ("Heronode", "we", "us" or "our") and your account is current (i.e., not past due). Heronode understands the necesity of high availability to our customers, and is committed to make every effort to provide services that consistently exceed your expectations, the following is a summary of the kinds of levels of service that HOSTING offers its customers to ensure maximum availability and performance.
1. Network Availability
We guarantee that our network will be available 99.99% of the time (excluding scheduled maintenance and emergency maintenance). If we incur an outage to the HOSTING network, HOSTING will credit the affected customer 1/30th of the recurring base monthly fee paid by the customer for the affected network services for every 10 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments). Network uptime comprises the functioning of all network infrastructure including cabling, switches and routers. Services or software running on a customer’s server are not included in the definition of the HOSTING network. Network downtime exists if a customer’s server is unable to transmit and receive data and a ticket is opened for the incident in the HOSTING ticket tracking system. Network downtime is measured from the time the ticket is opened regarding downtime to the time the problem is resolved.
2. Infrastructure Guarantee
We guarantee that the HOSTING critical environmental systems, including power and HVAC, will be available 99.99% of the time (excluding scheduled maintenance and emergency maintenance). If an outage occurs due to critical system failure, HOSTING will credit the affected customer 1/30th of the recurring base monthly fee paid by the customer for the affected critical systems for every 10 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments). Critical systems include functioning of all power and HVAC infrastructure including UPS equipment and cabling. Power supplies of individual servers are not included. Critical systems downtime exists when a customer’s server is shut down due to power or heat problems and a ticket has been opened for the incident in the HOSTING ticket tracking system. Critical system downtime is measured from the time the ticket is opened regarding server downtime to the time the problem is resolved and the server comes back on line.
3. Hardware Guarantee
We guarantee the proper function of a customer’s leased hardware components provided by HOSTING and will replace any failed component at no cost to the customer. The replacement process will begin when the cause of the problem has been determined. Hardware replacement is guaranteed to take no more than 1 hour. In the event that it does take HOSTING more than 1 hour to replace faulty hardware, HOSTING will credit the affected customer 1/30 of the recurring base monthly fee paid by the customer for the faulty hardware per additional 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments). Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related components included under the server lease.
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of availability caused by or associated with: A) Circumstances beyond Heronode's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA. B) Scheduled maintenance, emergency maintenance and upgrades (emergency or scheduled). C) DNS(Domain Name Server) issues outside the direct control of Heronode, including DNS propagation. D) CyberAttacks to their services, its the client responsibility to keep their services safe and secure. E) DDoS or DoS (Denial of Service) Attacks, Heronode has 150GBPS of DDoS protection, but if any attack passes our protection capacity, Heronode is not responsible for any downtime.
This web page is an overview of our service level agreement. Delinquent customers may not take advantage of our SLA. All credits must be requested by the customer within 3 days of the reported downtime, and the downtime must be from a single occurrence.