Service Level Agreement (SLA)
 
Service Level Agreement (SLA)
 
Network & Power Uptime Service Level Agreement
WebProject guarantees network and power infrastructure up-time to be 99.9% per month. This guarantee assures that all major routing devices within our network are reachable from the global Internet 99.9% of the time. Uptime is broken down into monthly increments. 99.9% uptime per month equates to up to 43 minutes of unplanned downtime per month. (see definition of Uptime). If in any given month we fail to meet this guarantee a WebProject customer is eligible for a credit on their current hosting account.

Network & Power SLA Conditions
You must meet the below requirements in order to be eligible for an SLA credit:
  • Your account must be in good standing
  • You must submit a ticket through our secure client area (URL: https://www.web-project.co.uk/clientarea) to the billing department
  • All requests must be submitted within 5 days of the reported downtime
  • All requests must contain a ticket number of the service interruption
Network & Power SLA Credit Calculation
SLA Credit will be generated as follows based on your monthly renewal price:
Uptime Guarantee SLA Credit
99.9% Guaranteed
99.8% 10%
99.7% 20%
99.6% 30%
99.5% 40%
99.4% 50%
99.3% 60%
99.2% 70%
99.1% 80%
99.0% 90%
Less than 99.0% 100%

Network & Power SLA Exclusions
Many possible situations are completely beyond the control of WebProject, and therefore are not in the scope of this SLA. These situations include:
  • Internal services such as MySQL, Apache, PHP, etc.
  • Scheduled downtime or planned maintenance
  • Customer-controlled downtime
  • Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
  • ISP or local connection problems
  • Acts of Force Majeure
How to Report a Problem
Submit a support ticket from your secure client account at URL: https://www.web-project.co.uk/clientarea

 
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