Dedicated Server Service Level Agreement (SLA)
Hardware Replacement Service Level
Agreement
Delhi Webstore guarantees that in the
event of a dedicated server hardware
failure, the faulty hardware will be
replaced within 30 Minutes of identifying
the problem. In the event that this
guarantee is not met, Delhi Webstore will
issue a credit for Five times the actual
amount of additional downtime. The amount of
compensation may not exceed the customer's
monthly recurring charge. This guarantee
does not include the time it requires to
perform additional software related
maintenance, including rebuilding web
accounts from backups, cloning hard drives,
reloading the operating system, reloading
and configuring applications, or rebuilding
raid arrays.
Network Uptime Service Level Agreement
Delhi Webstore guarantees network uptime
to be 100%. This guarantee assures that all
major routing devices within our network are
reachable from the global internet 100% of
the time.
Network SLA Exclusions
Many possible situations are completely
beyond the control of Delhi Webstore, and
therefore are not in the scope of this SLA.
These situations include:
- Scheduled Network Maintenance - occasionally network maintenance will be required. Delhi Webstore will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file. Scheduled maintenance periods are not eligible for SLA credits.
- Hardware Maintenance - on rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. Delhi Webstore will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
- Software Maintenance - an important part of managing a dedicated server is keeping the software up to date. If you choose to have Delhi Webstore manage your server, occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
- Malicious Attacks - if a third party not associated with Delhi Webstore initiates a "Denial of Service" or other form of disabling attack against your Dedicated Server or major portions of our network, Delhi Webstore will do everything in its power to stop the attack, but cannot guarantee a resolution time. high security web-hosting services requires updation and installations of patches on regular basis to fight against day-to-day emerging viruses and threats.
- cPanel Issues - if you choose to run cPanel and Web Host Manager on your Dedicated Server, the default install will be configured for automatic updates of cPanel related software. On occasion, one of these automatic updates could adversely affect all or part of the cPanel related software on you server. Delhi Webstore will do whatever is necessary to fix any cPanel related problems, but cannot guarantee a resolution time.
Network SLA Remedy
In the event that Delhi Webstore does
not meet this SLA, Dedicated Hosting clients
will become eligible to request compensation
for downtime. If Delhi Webstore is or is not
directly responsible for causing the
downtime, the customer will receive a credit
for 5 times ( 500% ) the actual amount of
downtime. This means that if your server is
unreachable for 1 hour (beyond the 0.0%
allowed), you will receive 5 hours of
credit.
All requests for compensation must be received within 2 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of Delhi Webstore Terms of Service or if the account is in default of payment.
Response Time SLA
Delhi Webstore's managed customers are
covered by our thirty minute initial
response time guarantee. That means that
when you submit a trouble ticket via our
PIMS help desk system you are guaranteed a
response from a Heroic SupportŪ technician
within thirty minutes. If Delhi Webstore
fails to respond within thirty minutes, you
will be credited 10 times the amount of time
exceeding our SLA commitment. That means
that if your ticket goes 1 hour past our
stated initial response time guarantee, your
account will receive a 10 hour hosting
credit. All requests for compensation must
be received within 5 business days of the
incident in question. The amount of
compensation may not exceed the customer's
monthly recurring charge. This SLA does not
apply for any month that the customer has
been in breach of Delhi Webstore Terms of
Service or if the account is in default of
payment.
How to Report a Problem
Delhi Webstore is available 24 hours a
day. There are a number of ways to reach us
as given below :-
* Phone - +91 9810941030 *
* Email - support@delhiwebstore.com