HostHives Service Level Agreement

Service Level AgreementLast updated on March 1st, 2023.

Outstanding Support GuaranteeAt our company, we are proud to offer an Outstanding Support Guarantee, which is our promise to provide exceptional customer support. Our guarantee includes the following:ㅤㅤㅤ

Respond to your support tickets within 10 minutes
Answer your support calls within 1 minute

Service Level GuaranteeWe also provide a Service Level Guarantee that ensures our network and power infrastructure remain highly available. Our network is designed with multiple redundant paths and equipment, which enables us to maintain a 99.999% network availability rate. Our power infrastructure is equipped with multiple failovers, such as backup diesel generators, UPS, and STS transfer switching, to provide 100% power availability.

Our uptime guarantee covers the following:ㅤㅤㅤ

99.999% Network Availability
100% Power Availability

ㅤㅤㅤㅤPlease note that this guarantee excludes scheduled maintenance, emergency maintenance, DDoS attacks, force majeure, and hardware failures within your server. However, we have confidence in our infrastructure and offer account credit if we fail to meet our uptime guarantee. You can claim credit up to the amount of your monthly server bill.ㅤIf our network or power infrastructure experiences downtime, we compensate you with one day of credit for your server for every hour of downtime. We monitor Service Level Guarantee uptime on a rolling monthly basis.ㅤTo make a claim, you must do so within 15 days of the failure. Your claim should include evidence of the outage, such as the date of the outage, start and end times, and a ticket submitted through your customer portal to our billing department. Failure to submit a ticket informing us of the outage will prevent us from processing your claim.

Questions? Let’s have a chat.

hello@hhive.co.uk

0843 122 5351

About UsHostHive offers affordable, reliable, and secure Cloud and Infrastructure solutions with flexibility, scalability, and guaranteed high performance. Backed by a 99.99% uptime SLA, our services are ideal for hybrid cloud, data-intensive, and remote work needs.

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