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Service Level Agreement

Host Ireland is committed to providing an exceptional level of service at a standard of excellence commensurate with the best practice in the industry. Network uptime and server availability are considered to be of the utmost importance and guarantees (detailed below) are offered in this respect.

The service level policy outlined below is designed to assure our clients of ultimate performance and maximum uptime:

• Network

  
  Network Superstructure details available on request.

• 100% uptime guarantee

  
  Host Ireland guarantees network availability of 100% in a given month, excluding scheduled maintenance. Network is considered unavailable if there is a 100% packet loss from Host Ireland's web AND email servers to its backbone providers. Should we fail to meet this guarantee, 5% of the monthly service charge will be credited to the customers account.
  
  For the purposes of the above, network infrastructure is defined as all equipment, from the cable connected to the server's NIC to the backbone provider, and includes routers, switches and cabling. Downtime is measured from 10 minutes after notification of network failure, via email or telephone. Email notifications should be marked “Emergency”.
  
  Host Ireland personnel will determine the end of the downtime period by performing a “traceroute” to the client's machine or virtual machine from a source outside the Host Ireland network.

• Hardware

  
  All hardware is monitored constantly ("24/7") from our Network Operations Centre.
  
  The following components and system parts are kept on hand at all times to facilitate instant swap out and replacement should the need arise:
  
  System Enclosures or cases, CPU or Processors, Random Access Memory (RAM), System Motherboards, Controllers, Ethernet Adapters, Ethernet or Network Cards, CD ROMs, Floppy Drives, IDE or SCSI Hard Disk Drives, SCSI Adapters, Video Cards, Sound Cards, Surge Protectors and Un-interrupted Power Supplies, Network and Power Cables, System Power Supplies and System Fans.

• Refunds Policy

  
  The customer is responsible for notifying the billing department in respect of any credit due for the month within seven days from the time of the incidence. The client should supply all relevant information, including help request numbers, for the refund to take place.

• Limitation of Liability

  
  This service level agreement (SLA) is governed by the Terms and Conditions published by Host Ireland from time to time (which terms are subject to change without notice) and an extract of which may be found HERE.