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SERVICE LEVEL AGREEMENT

EyHost Service Level Agreement (SLA)

We have always had extremely rigid internal standards for our tech support teams. These closely monitored objectives are how we continue to set the bar high and improve our customer service. Our service is based on exceedingly granular goals that are completely visible to our customers.


In their highest forms, SLAs embody the values and capabilities of an entire organization, and they provide a clear benchmark for employee performance and customer satisfaction.

Hosting

Quality

  • Comprehensive guarantees

  • Fine tuned of experience

  • Extension of our core values

Hosting

Availability

  • 100% network uptime

  • 100% power uptime

  • Fast deployments, faster support responses

Hosting

Transparency

  • Easy to understand

  • Easy to find

Hosting

Accountability

  • Accountability via monitoring and automation

  • One-click process

  • No jumping through hoops

Service Level Agreement (SLA)

Dedicated Server Deployment

The longest amount of time you will have to wait for a new dedicated server is 24 hours but maximum time we deploy our service in 6 to 8 hours. This is measured from the time your payment is processed and your order is confirmed.

Note: For custom dedicated servers, defined as a server that we do not currently have in stock, or one that requires hardware upgrades or physical changes to the server configuration, we may need more time to deliver the server. We will provide an estimated delivery time to you when we process your order.

24 hrs.

Cloud Server Deployment

The longest amount of time you will have to wait for a new VMware-based or Hyper-V public cloud server is 3 hours. This is measured from the time your payment is processed and your order is confirmed.

3 hrs.

Support for Anti-DDoS Filter

Standard SLA for Anti-DDoS. Works as expected For a knowledgeable system administrator that only needs rough filtering of large attacks and can implement further software firewall rules on server or to optimize his application.

Expert SLA for Anti-DDoS Immediate and knowledgeable attention we solves any issue related with application tunning for DDoS attacks shortly after your call.

30mins.

Network Uptime

Our public network will be online 100% of the time and you will be credited per our SLA for every minute it is down. Based on the amount of downtime, credit will vary from 5% to 100% of your invoice.

100%.

Power Uptime

Our data centers will be online100% of the time and you will be credited per our SLA for every minute it is down. Based on the amount of downtime, credit will vary from 5% to 100% of your invoice.

100%.

First Response to Support Ticket

The longest amount of time you will have to wait for a first response to a support ticket is 1 hour. This is measured from the minute your ticket is received by our system and a ticket number is issued..

1 Hour

Hardware Replacement

The longest amount of time you will have to wait for broken server hardware to be replaced is 3 hours. This is measured from the time we complete troubleshooting the issue and determine that it is hardware related. .

3 hrs.

Money Back Guarantee

Money back Guarantee with our web hosting and reseller hosting.

30days.

Ticket Update Frequency

The longest amount of time you will have to wait for an update while we are working on your ticket is 2 hours. This is measured from the last time we responded to the ticket.

2 Hrs.

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