Service Level Agreement

This agreement describes the standard level of service that all website hosting customers can expect from Indwebhost. It attempts to quantify the levels of service that all hosting customers can expect, and the remedies we offer if we fail to provide service at those levels.

Indwebhost provide a reactive hosting service for all websites and offer a 99% uptime. We do not constantly check the websites we host to ensure they are functioning correctly as routine use, maintenance and software updates can affect website functions. It is therefore the responsibility of the client to ensure their website is operating as it should. ‘Always on’ and ‘hosting services’ support can be provided and can be quoted on a case-by-case basis.

99.9% Network and Servers Uptime

Indwebhost guarantees that the customer’s website, which is hosted, will be available 99.9% of the time, excluding maintenance, as defined below. Network downtime is defined as the customer’s hosted website being unable to be viewed or accessed through the Internet, caused by failure of network equipment managed and owned by Indwebhost, excluding scheduled or emergency maintenance.

Maintenance means scheduled maintenance or emergency maintenance. Scheduled Maintenance means any maintenance in the Indwebhost network/servers of which the customer is notified at least 1 day in advance. Emergency maintenance means any maintenance in the Indwebhost network/servers that: (a) in Indwebhost sole discretion, is necessary to avoid an immediate threat to the Indwebhost networks/servers or customer’s server and (b) of which customer is notified.

Response times

Support, unless noted otherwise in a supplementary service level agreement, technical support is provided by Indwebhost on a first-come, first-served “best effort” basis. We aim to at least acknowledge, if not fully answer, all emails to our advertised support address ([email protected]) within 4 working hours. We aim to answer the phones during working hours, but under times of high demand or staff sickness, may defer to an answering service where we promise to return all messages as soon as possible.

Invoicing

Website hosting runs annually, paid in advance. An invoice will be sent automatically at the time of renewal. Should a client not wish for Indwebhost to renew the hosting service, we request a notice period of one month in advance of cessation along with details to where you would like the web files sent. If we do not hear such a request, it will be assumed that you do wish the web hosting to be renewed and are in agreement with the terms for the following year.

Should Indwebhost be informed after this months notice period, Indwebhost cannot be held liable for any delays caused in the transfer of hosting of your website to another server.

The Service level agreement runs in conjunction with Indwebhost standard terms and conditions.

• Actions of the customer or others authorized by the customer to use the service under the Agreement.
• Customer application, software, or customer’s operating system failure.
• The result of network maintenance activity.
• Denial of service attack, hacker activity, or other malicious event or code targeted against Indwebhost or a Indwebhost customer.
• Failure of any network or Internet Infrastructure not owned or managed by Indwebhost.
• If customer has more than one website hosted on Indwebhost, then a claim may be accepted for one hosted website.

Definition

• The terms parent, “we”, “us” or “our” shall refer to Indwebhost. The terms “you”, “your”, “User” or “customer” shall refer to any individual or entity who accepts this Agreement, has access to your account or uses the Services. Nothing in this Agreement shall be deemed to confer any third-party rights or benefits.
• “Service” means any hosting service offered by Indwebhost.
• “Customer”, “you”, “your” means you, the person or persons in whose name(s) a service is maintained by.
• “Technical contact” means a person or persons nominated by the Customer with whom Indwebhost can discuss all matters of a technical nature relating to the Service.