Last revision date: December 10th 2021

100% Uptime Guarantee

Through the Service Legal Agreement based on host node availability, HostFirst offers a 100% uptime guarantee to its trusting users. For the sake of convenience, these guarantees can be called SLA. SLA is the same agreement you agreed to while becoming a HostFirst user. As a result of this, it is incorporated by reference as an indispensable portion of this SLA.

To add more, it is merely applicable on a per-service-item basis and not on your entire account. For instance, if you have 30 servers with us and one is experiencing downtime, any credit under this uptime guarantee will be according to that one server instead of the entire account with us.

Limitations

Proactively, HostFirst does not monitor some customers' transmission latency or packet loss. If HostFirst detects packet loss above one percent or the users notifies it, HostFirst will take all possible actions to determine the root cause of that transmission latency or packet loss.

The uptime guarantee is only applicable to instance availability and network during regular operation. It does not apply to server-side software uptime. There are various outages HostFirst itself is not subjected to this uptime guarantee. They include outage because of operating systems, server software, improper configurations, denial of service(DoS) attack against your instance, instance suspension, or instance halted. Moreover, any non-"host node" and non-network outage caused by HostFirst during troubleshooting, upgrading or performing other tasks also fall in this category.

When scheduled maintenance occurs with at least twenty-four-hour notice, the guarantee will not apply anymore. Or some other case resulting the same include when a critical patch or update must be used as long as the packet loss or outage does not exceed ten minutes. To add more, the guarantees of SLA can not be combined. For instance, a hardware outage that can disrupt the network activity will not make users qualify for two additional credits. If, in case, such an outage was a basis for loss of connectivity, this whole event will be considered as one outage in order to determine applicable credit.

Outage Credits

According to the procedure, as mentioned below, one must initiate a request or support ticket that credit is applied to the user account. Only initiating a support ticket about an outage will not result in a credit to any user account. The user must initiate a support ticket and request a credit to trigger an event for some potential credits. But, in the end, it is HostFirst to determine whether or not a guaranteed outage has occurred. If HostFirst detects an outage, the ticket generated by the customer will be used in the generation of credit. This will be done as follows:

Do not assume that HostFirst is aware of your outage.

So, in order to expect a credit, it is necessary to initiate a support ticket in accordance with the event that just happened to you. This request is all meant to express to us that you want credit from HostFirst. As all kinds of the outage may not be related to HostFirst, if you do not tell us what has happened to your network, we may not be aware of the existing problems. To put it in simple words, sometimes, the outage is related to hardware or other events or services that are not under our control. And such issues are not eligible for credits or any guarantee under this agreement.

If thinking of initiating a support ticket, you can jump straight to the hostfirst.com interface. As stated here, a timestamp on your initiated support ticket will mark the start of the outage, which will make HostFirst aware of the issue and determine the occurrence of an eligible outage. You will be notified of the eligible outage, but still, you must initiate a support ticket to make sure that you are aware of the outage. You acknowledge and agree that all the limitations, disclaimers, terms, exclusions, and mentioned in the terms or services of HostFirst apply to this Service Legal Agreement.