Hardware Replacement Service Level Agreement
ValuHost guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 2 hours of identifying the problem. This guarantee does not include the time it takes to perform additional software related maintenance, including rebuilding web accounts from backups or rebuilding raid arrays.
ValuHost has taken proactive action against Hard Drive failure by installing Hardware Raid Free on all Dedicated Servers. This allows the server to run uninterrupted if the primary drive gives out
Network Uptime Service Level Agreement
ValuHost guarantees network uptime to be 100% . This guarantee assures that all major routing devices within our network are reachable from the global internet 100% of the time. Also, as a reassurance of our network we have Premium Multi-Homed Bandwidth. You can read more about our network at http://www.valuhost.com/network.htm
Network SLA Exclusions
Many possible situations are completely beyond the control of ValuHost, and therefore are not in the scope of this SLA. These situations include:
Scheduled Network Maintenance - occasionally network maintenance will be required. ValuHost will do everything possible to minimize and avoid downtime during this maintenance.
Hardware Maintenance - on rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
Software Maintenance - an important part of managing a dedicated server is keeping the software up to date .Usuallyyou will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
Malicious Attacks - if a third party not associated with ValuHost initiates a "Denial of Service" or other form of disabling attack against your Dedicated Server or major portions of our network, ValuHost will do everything in it's power to stop the attack, but cannot guarantee a resolution time.
- CPanel Issues - if you choose to run CPanel and Web Host Manager on your Dedicated Server, the default install will be configured for automatic updates of CPanel related software. On occasion, one of these automatic updates could adversely effect all or part of the CPanel related software on you server. ValuHost will do whatever is necessary to fix any Cpanel related problems, but cannot guarantee a resolution time.
Network SLA Remedy
In the event that ValuHost does not meet this SLA, Dedicated Hosting clients will become eligible to request compensation for downtime. In the event that compensation is justyfied the amount will not be more than the dedicated server monthly cost.
All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge.
How to Report a Problem
ValuHost tech support is available 24 hours a day.