Service Level Agreement (SLA)

Effective / Last Updated: 10/21/2016


99.99% Uptime Guarantee

Just Host With Us offers a 99.99% uptime guarantee via this Service Level Agreement based on network availability. Collectively, these guarantees may be referred to as the "SLA." This SLA is provided as a supplement to the Terms of Server (TOS) you agreed to in becoming a Just Host With Us customer, which is hereby incorporated by reference as an indispensable part of this SLA.

This uptime guarantee is applicable on a per-service-item basis and is not applied to your entire invoice. For example, if you have one web hosting account and one streaming account, and one (1) of those services experiences downtime, any credit due to you under this uptime guarantee would be proportional to that one (1) service's downtime and not your entire account with us. This uptime guarantee does not apply to the accessibility of Just Host With Us's web property or control panel.


Packet Loss and Latency

Just Host With Us does not proactively monitor the packet loss or transmission latency of specific customers. Just Host With Us does, however, proactively monitor the aggregate packet loss and transmission latency within its LAN and WAN. In the event that Just Host With Us discovers (either from its own efforts or after being notified by you) that you are experiencing packet loss in excess of one percent (1%) ("Excess Packet Loss") between your service and one hop from Just Host With Us's border router(s) (first hop of egress providers router) and you notify Just Host With Us via a support ticket (or Just Host With Us has notified you of an event), Just Host With Us will take all actions necessary to determine the source of the Excess Packet Loss/Latency.


Limitations

The uptime guarantee ONLY applies to network and server availability during normal operation. The uptime guarantee does NOT apply to server-side software uptime. Any outage due to improper configurations by you, denial of service attack against your service, service suspension or any other non-network or non-server outage, for any reason and whether or not such outage is caused by Just Host With Us due to upgrading, troubleshooting or performing any other tasks, is not subject to this uptime guarantee. The guarantee does NOT apply when a scheduled maintenance occurs with a minimum of twenty-four (24) hour notice or in the event a time critical patch/update must be applied as long as the outage/packetloss does not exceed ten (10) minutes.

Furthermore, none of the guarantees in this SLA may be combined. For example, a hardware outage that also disrupts network activity will not qualify you for two (2) separate credits. If, for example, a hardware outage was the basis for the connectivity loss, the entire event will count as one single outage for the purpose of determining applicable credit.


Outage Credits

In accordance with the procedure outlined below, you must initiate a support ticket and request that a credit be applied to your account. Merely initiating a support ticket related to an outage will not result in any credit to your account. Initiating a support ticket and requesting a credit is what triggers an event for any potential credits; however, Just Host With Us must still determine, in its sole discretion, whether or not an eligible outage has occurred. If Just Host With Us determines that an eligible outage has occurred, then the ticket you generated will be used to generate a credit using the table below:

Uptime Accumulated Monthly Downtime Credit Amount
90-99.98% 8m < Downtime < 3d 1h 2m 10%
0-89.99% 3d 1h 2m < Downtime 100%


How To Obtain your Credit

In order to receive any credit offered under this SLA, you must initiate a support ticket related to the event AND expressly request that we issue a credit. DO NOT ASSUME THAT WE ARE AWARE OF YOUR OUTAGE. Your outage may be wholly unrelated to Just Host With Us's services, so unless you contact us via a support ticket, we may not be aware any problem exists. Outages related to hardware or other services or events not under Just Host With Us's control are not eligible for any guarantee or credit offered under this SLA.

You may initiate such support tickets via e-mail to support@justhostwith.us or at the https://billing.justhostwith.us interface. Whichever method you choose, you MUST obtain a Just Host With Us ticket number as proof that you initiated a support ticket related to the outage, and the support ticket MUST ask for a credit related to the outage. As stated herein, the timestamp on the support ticket will mark the beginning of an outage should Just Host With Us determine that an eligible outage occurred. If Just Host With Us was aware of the issue before you were, Just Host With Us may notify you of the outage. In such instances, you must still initiate a support ticket to confirm that you are aware of the outage and such support tickets must still request a credit. To be clear, you must have a support ticket number in order to receive any credits under this SLA.

You agree and acknowledge that all other terms, limitations, exclusions, disclaimers and requirements contained in Just Host With Us's Terms of Service apply to this SLA.

 
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