This service level agreement applies only to ‘web and VPS services’ as provided by HostBlizzard.
This agreement sets out the minimum level of service that HostBlizzard is required to meet and the corresponding penalties for not meeting such levels. Our objective is to provide a continuously operating service that is well beyond the minimum levels specified.
The target up-time for our network is 100% each month.
The target up-time for primary HostBlizzard services is 100% each month. Uptime is checked every 1 min via PING. Our Zimbra email service is monitored via SMTP replies. If there is no SMTP reply we then count the entire service as down.
Uptime can be viewed in detail here: uptime.zap5.net
All support requests will be handled as soon as possible, the target time to first action all support requests is within 60 minutes. Telephone and live chat support is provided during the support hours as published.
All services are continuously monitored to ensure rapid response to any faults which may occur. Monitoring is carried out on all primary services. Monitoring feedback is provided to technical support staff via email and paging services 24x7x365. We are to ensure that servers are running at maximum performance and there is no service degradation.
At HostBlizzard we do not max out our nodes. We only fill our servers to be about 70% full of the total account capacity. This ensures that the nodes are running at optimal speed at any time. Compared to other providers who greedily fill their nodes over 100% full! When this is done it affects the performance of all VM's on a node. By using our method, this is avoided almost completely.
Service Level Guarantee
The service level guarantee will be measured by HostBlizzard and is based on the up-time of our servers, measured here: uptime.zap5.net
If HostBlizzard determines that primary services were unavailable for period exceeding the maximum allowable under the prescribed up-time target, and extending for a continuous duration of 1 hour or more per instance, upon the customers request, HostBlizzard will credit the customers monthly invoice the prorated charges of one (1) day of the HostBlizzard services fee for each consecutive hour, up to a maximum of 7 days per month.
To receive credit if this guarantee has not been met, the customer must contact HostBlizzard within 30 days of the end of the month for which credit is requested.
Definition of Terms used
Primary services: Network availability, Operating system, Web server, Email server, Database servers.
Up-time: the total percentage of hours each month not affected by down-time.
Down-time: the total duration each month for which the primary services are not operating at a reasonable level. Down-time does not include periods for which the primary services are not operating as a result of scheduled outages or outages which can reasonably be determined as resulting from the customers actions.
Customer: Persons to whom the client has authorised access to the web hosting for the purposes of configuration, testing or development or those persons authorised/requested to act on behalf of the client.
Scheduled outages: From time to time upgrades to hardware and or software may be required, such upgrades will be performed outside of business hours. The client will be notified as far as practicable in advance of such upgrades. Scheduled outages under normal conditions should not exceed 5 hours per year. Under normal conditions the client will be advised via the HostBlizzard technical news mailing list no less than 24 hours in advance of any scheduled outage.
Client: The company or individual so named on the web hosting order or hosting agreement.
SERVICE LEVEL AGREEMENT