Introduction
LemonOX Hosting strives to provide clients with a high level of service and network accessibility at all times. Our Service Level Agreement (SLA) is designed as a reference point for our customers and provided protection against unscheduled downtimes that may occur from within our network. This document also provides stern penalties for the company if for any reason we fail to meet the provisions made within this agreement.
Network Uptime Guarantee
LemonOX Hosting guarantees that its network will be available for 100% of the time in a given month, excluding scheduled hardware maintenance. A month is considered 28 regular days long hence 648 consecutive hours in all for the sake of simplicity.
Network uptime does not include the uptime of the server itself. Scheduled network outages (for maintenance or the like) are excluded from this uptime guarantee.
The following item(s) do not fall under our network uptime guarantee:
- Inaccessibility to email due to migrations of any sort, whether it is from another web host or to another server internally.
- Delays in service restoration due to failure/non-compliance of payment terms set forth during the life of your account.
- Delays or dissatisfaction in customer service.
- Any delays, hindrances or otherwise in the restoration of your account, it's functionality and anything hardware or software related that may prevent you from immediate use of your hosting account.
Should our network downtime exceed 20 minutes total in a given month, the user is entitled to a 5% refund per hour that the network remains down towards their next bill (up to 50% of the total bill)
No service refunds will be given unless you make the claim with our billing department prior to the 23rd of the current month.
Hardware
Because of the complexity of the hosting industry and the vastly different hardware topologies, we’ve divided the Hardware SLA into two parts.
Dedicated/Virtual Private Servers
LemonOX guarantees the complete functioning of all hardware. In the event of failure, immediate replacement will follow and will never exceed more than one hour. If replacement of one hour exceeds more than hour, the customer’s account will be credited.5% of the hosting fee per hour of downtime (for upto 50% of the bill). This credit is not automatic and must be requested per billing policies.
Shared Hosting
LemonOX prides itself in supplying only the best hardware for our shared hosting servers. However, at times a certain piece of hardware may fail unexpectedly. This is especially prevalent whenever warranties expire. However, LemonOX Hosting maintains a 10% inventory of all replacement equipment in case of an emergency and promises complete replacement and restoration within one hour. If we fail to comply with this policy, shared hosting customers are entitled to a 5% refund per additional hour of downtime (up to 50% of total bill). This credit must be requested per billing policies and it is not automated.
Infrastructure
Natural disasters and Acts of God are inevitable. LemonOX Hosting is prepared to handle any situation that may affect its operations as a service provider. Therefore, LemonOX guarantees 100% uptime for all critical infrastructure systems, including power backups, generators and HVACs excluding scheduled maintenance.
In the event that we are unable to restore power within 30 minutes of any power-related downtime, the customer is entitled to a 5% refund of the total hosting fee per month.
General Provisions
Unless otherwise explicitly stated, credits or debits within our SLA are only gauged from the initial time the customer opens a support ticket until the resolution of the problem and service is restored.
