Service Level Agreement (SLA)

Service Level Agreement

This is the Service Level Agreement (SLA) covering the guaranteed performance of Hosting Ireland's network infrastructure. The SLA is between Hosting Ireland (HI) the trading name of Protocol Internet Technology Limited having their registered address at Deltona House, Six Cross Roads Business Park, Waterford, Ireland and the client purchasing our services (The Client).

This SLA is complimented by a separate Domain Registration Terms and Policy, Hosting Terms and Policy, Acceptable Usage Policy and Privacy Policy. The Client agrees that by using HI services you have read and acknowledged these four documents available on the website at http://www.hostingireland.ie/aboutus.php. It is not HI's duty to inform The Client of updates to these documents; hence The Client is responsible for checking amendments.

HI reserves the right to update this SLA and any other Terms or Policy at any time. These updates will be at HI's discretion and it is agreed that updates are not grounds for cancellation of The Client's contract. This agreement supersedes any previous agreement between HI and The Client.

Customer Technical Support

HI will provide technical support and assistance by telephone, email or facsimile to resolve day-to-day technical difficulties or queries of The Client. The telephone support services shall be available from 08:00 to 18:00 Monday to Friday. Emergency support is provided 24/7 365 days per year by email. If The Client requests support in an emergency, HI shall use reasonable effort to render support as quickly as possible and shall endeavor to respond to issues raised by The Client within a four hour period from initial notification.

Network Usage

Due to the nature of the Internet HI cannot guarantee the integrity, accuracy, security or consistency of the stored information on our servers or for data being delivered to or from our servers. The Client agrees to keep a master backup of all stored information. The Client shall not hold HI liable for any loss of or corruption of data.

The Client agrees to use the HI network for lawful purposes only in keeping with the terms and conditions of hosting. The Client holds responsibility for anyone accessing the network using their account. It is essential that HI be informed of any breach of The Client Account; to that effect the username and password(s) should be stored securely to ensure no unauthorised person can gain access to them. The Client will only use the resources allocated to their account and they will not infringe on the rights of third parties by using resources excessively.

HI will not be held responsible for The Client's access to third party sites via the HI website nor for any data that may be transferred to such sites. It is the responsibility of The Client to ensure that any data supplied to third party sites is collected, processed and retained in accordance with the Data Protection Act 1988/2003 and its amendments and/or additions. The Client also agrees to comply with the terms and conditions of the said third party sites.

HI will use best possible endeavours to protect its servers and network from unauthorised access, according to best industry standards. This may include blocking or re-routing access to HI servers for security.

Resellers

Where The Client is a reseller of HI's services The Client is responsible for ensuring that The Client's customers are aware of HI's latest terms and policy. All responsibility for HI's resold services lies solely with The Client.

Network Hardware

The network and servers are protected by industry best security. HI's Data Centre that includes our co-located servers are protected by CCTV, secure card areas, air conditioning, smoke detection and fire suppression systems. Monitoring of the site is on a 24/7, 365 days per year basis.

The network connected via multiple upstream IP providers, lies behind state-of-the-art firewalls and includes redundant hardware and power supplies, including UPS to facilitate always available access for all customers.

Network Uptime Guarantee

HI is proud to offer a 99.99% network uptime guarantee. While unlikely, it is possible that HI may experience some downtime lasting no more than a few minutes.

HI will refund 5% of The Client's monthly fee for network downtime lasting over 5 minutes. To be eligible for a refund The Client must email our support desk with details of possible downtime. If the problem is within HI's control, HI will measure the time it takes to repair. Refunds will be at HI's discretion.

This uptime guarantee excludes scheduled maintenance, server hardware failures which may take longer to repair and network infrastructure problems that are beyond HI's control.

Cloud Platform and Hosted Services Uptime Guarantee

HI is proud to offer a 99.9% service uptime guarantee. HI will refund 5% of The Client's monthly fee for network downtime lasting over 60 minutes. To be eligible for a refund The Client must email our support desk with details of possible downtime. If the problem is within HI's control, HI will measure the time it takes to repair. Refunds will be at HI's discretion.

This uptime guarantee includes all Cloud platforms but excludes network infrastructure problems that are beyond HI's control.

This uptime guarantee also includes DNS services, SMTP mail services, HTTP web services, POP3 mail services and VPS platform but excludes scheduled maintenance, server hardware failures which may take longer to repair and network infrastructure problems that are beyond HI's control.

Dedicated Server Hardware Guarantee

Dedicated server Clients are eligible for HI's Hardware Guarantee. If a hardware component included as part of The Client's dedicated server hardware configuration fails during the term of the contract, HI will replace it at no charge to The Client.

HI aim to replace defective hardware causing hardware downtime within 120 minutes of identifying the source of the problem. In exceptional cases replacement may take longer.

HI will refund 10% of The Client's monthly fee for hardware failure lasting over 4 hours. HI will measure the time taken to repair the server. Refunds will be at HI's discretion.

This guarantee covers the power supply unit(s), cabling, CPU(s), motherboard, hard disk drive(s), modem(s), network card(s), and disk controller(s).

This guarantee excludes time taken for data recovery or data restoration.

Limitation of Liability

The Client agrees that HI's total liability does not extend to any more than the amount the Client has paid for the relevant services. Notwithstanding the above, HI accepts no liability for any financial loss or damages, however caused, whether consequential or otherwise.

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