Service Level Agreement

WitherHosting SLA, What is guaranteed? 

WitherHosting is dedicated to supplying all services to our respective clients at 99.95%
uptime at an efficient and professional level. This SLA or also known as the Service
Level Agreement applies to all shared clients. The Client agrees that measurements via
our internal support team will establish the necessary support and or level of services
required. In the event you wish to claim SLA Credit please open a billing ticket.
Service Downtime is any unplanned interruption in Service Availability during which the
Client is unable to access the services as described in preceding section, provided the
interruption is determined to have been caused by a problem in the immediate
WitherHosting services and or network segment as confirmed by WitherHosting Services.
Downtime is measured as the total length of time of the unplanned interruption in
Service Availability during a calendar month. WitherHosting is not responsible for any
unplanned outages due to third-party software/hardware failure.
Service level agreement credit occurs after a service has been unreachable for more
than 15 consecutive minutes. For each hour of consecutive downtime after the 15
minutes the client will be credited 1% of the effected services’ monthly bill up to 100%
of the value of the service.

Service Level Agreement Exclusion

We here at WitherHosting appreciate and care about all our clients but as such some
limitation and or exclusions must be subjected to this agreement. Therefore performance
credit an or general credit and refunds will not be applicable within the following events.

  • In the event downtime is suffered due to extreme weather at data centers and or any other means defined by legislation will not be covered.
  • Any unlawful activities against the client and or caused by the client; such as
  • DDOS attacks, server illegal activities and terminations.
  • Internet unavailability due to client issues; In the event the client’s own internet
  • and or uptime is interrupted not caused by WitherHosting.
  • And/or exceeding resourced allocated by the Clients plan.
  • Dedicated servers are not covered by the SLA.
  • If WitherHosting believes the SLA claim to be fraudulent.