Service Level Agreement (“SLA”)

Coverage Definitions

This Service Level Agreement (“SLA”) applies to you (“Customer”) if you have ordered any virtual web hosting, VPS, or dedicated server services (the “Services”) from Rebel Hosting (the “Company”) and your account is current (i.e., not past due). As used herein, the term “Replacement Time” means the amount of time in hours that it takes the Company to replace defective server components with working components of the same or better quality and performance characteristics, as measured by the Company.

Service Level

  1. Network

    Public Network

    Rebel Hosting guarantees 100% uptime on all Public Network services to Customers located in our data centers. All Public Network services include redundant carrier grade internet backbone connections, advanced intrusion detection systems, denial of service mitigation, traffic analysis, and detailed bandwidth graphs.

    Upon Customer’s request (in accordance with the procedure set forth below), Rebel Hosting will issue a credit to customer for Network Outages exceeding the SLA limits during any calendar month that are reported by customer to Rebel Hosting and confirmed by Rebel Hosting’s measurements of the Rebel Hosting Network. Such credit will be equal to one day’s worth of monthly Access Fee Paid by customer, for each reported incident exceeding one hour of such Network Outages, not to exceed in any calendar month the Access Fee paid by Customer for that month.

  2. Hardware Replacement Guarantee

    Goal:

    The Company’s goal is to provide rapid hardware replacement of defective computer components in Company owned servers only.

    Remedy:

    Subject to Sections 3 and 4 below, if the Replacement Time for defective server components exceeds Four (4) hours from the time at which a request to replace said components is made by the Customer, Company will issue a credit to Customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:

    Replacement Time Credit Percentage
    0 to 4 Hours 0%
    4 to 8 Hours 10%
    Over 8 Hours 30%

Exceptions

Notwithstanding anything in the SLA to the contrary, Customer shall not receive any Credits under this SLA if customer has been delinquent on any Bills or payments within the past 90 Days, or found in violation of any Rebel Hosting Terms of Service.

Notwithstanding anything to the contrary herein, the total amount credited to Customer in a particular month under this SLA shall not exceed the total fees paid by Customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to Customer or collected by Company and are Customer’s sole and exclusive remedy with respect to any failure or deficiency in the Availability of Customer’s Services.

  1. Customer shall not receive any credits under this SLA in connection with any failure or deficiency to meet the Replacement Time guidelines above which is caused by or associated with.
  2. Circumstances beyond Company’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, denial of service attacks, hackers, viruses, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts), or inability to obtain raw materials or supplies used in or equipment needed for provision of this SLA.
  3. Scheduled maintenance and emergency maintenance and upgrades.
  4. DNS issues outside the direct control of Rebel Hosting.
  5. Customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of Company’s Terms and Conditions and Acceptable Use Policy.
  6. Insufficient information provided by the Customer to authenticate the validity of their request, including without limitation, Customer’s account information, logins and passwords needed to access equipment, correct equipment identification, missing or invalid IP address(es).
  7. Inability to communicate with Customer by phone, email, or chat.

Credit Request and Payment Procedures

To receive a credit for a breach of this SLA, Customer must first report a loss of service by open ing an online support ticket with information on the nature of the outoage. To request credit, customer may open a second online support ticket within 3 days. This must reference the support ticket number. Rebel Hosting will credit customer only from the time and date stamp of the initial support ticket submittal, and only if commensurate with the definitions of service outages in this agreement. To insure the privacy and security of both the customer and Rebel Hosting, reports of outages and requests of the credits per this agreement must be completed via online support ticket only. Requests via email, telephone, fax, physical mail, or any other means will not be processed.

General

Rebel Hosting reserves the right to change or modify this SLA at any time effective upon the posting thereof on this website. Except as set forth in this SLA, Rebel Hosting make no claims regarding the availability or performance of the Rebel Hosting Network or Rebel Hosting services.

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