Cloud Server SLA

Cloud servers

All plans include:

Uptime SLA
24/7 toll-free tech support
Offsite monitoring
Regular back-ups
Ability to install any software
Remote desktop administration
DNS tools
1,000 Mbps fully burstable switch port

Optional:

Additional IP addresses
Server Care packages
Application support
Customized backups
Custom server configurations
Customized network/firewall configurations
In-house Microsoft MCSE’s and Cisco engineers

We guarantee 100% uptime for our clustered Cloud Servers and 99.9% for our single instance Cloud Servers. See the service level agreements (SLA) details for each below.

Clustered Cloud Server SLA

Adhost guarantees 100% uptime for its clustered Cloud Server services This guarantee is subject to the following details:

Uptime is defined as the ability to reach the host platform from outside of the Adhost Network via ICMP or equivalent testing.
Downtime is defined as the inability to reach the host platform via ICMP or equivalent testing.
Uptime is calculated on a monthly basis.
Uptime guarantee does not apply to causes beyond our direct control such as upstream provider outages, Internet-wide problems, natural disasters, etc.
Uptime calculations do NOT include the following:
- Announced maintenance windows.
- Partial outages of less than 5 contiguous minutes.
- Degradation of service due to high packet loss or similar conditions which may be indicative of the Internet as a whole.

Should Adhost fail to deliver the guaranteed Uptime, Adhost will automatically credit client's billing account as outlined below and the credit will be applied to the Customer’s next billing statement.

Credits will be calculated as follows:

20% of the monthly base account fee for each contiguous hour of downtime.
The maximum Credit in any month will be the 100% of the monthly base account fee.

Single Instance Cloud Server SLA

Adhost guarantees 99.9% uptime for its single instance Cloud Server services This guarantee is subject to the following details:

Uptime is defined as the ability to reach the host platform from outside of the Adhost Network via ICMP or equivalent testing.
Downtime is defined as the inability to reach the host platform via ICMP or equivalent testing.
Uptime is calculated on a monthly basis.
Uptime guarantee does not apply to causes beyond our direct control such as upstream provider outages, Internet-wide problems, natural disasters, etc.
Uptime calculations do NOT include the following:
- Announced maintenance windows.
- Partial outages of less than 5 contiguous minutes.
- Degradation of service due to high packet loss or similar conditions which may be indicative of the Internet as a whole.

Should Adhost fail to deliver the guaranteed Uptime, Customer must request a credit by submitting such request via e-mail to support@adhost.com within 30 days of the date of the Downtime event. Adhost will have 15 days to respond to the credit request. All credit dispositions, as determined by Adhost, will be final. Any credits issued by Adhost will be applied to the Customer’s next billing statement.

Credits will be calculated as follows:

20% of the monthly base account fee for each contiguous hour of downtime.
The maximum Credit in any month will be the 100% of the monthly base account fee.