Dedicated Servers is defined as
servers that are rented to Clients. This service is to provide
the clients with knowledge and overview of the server. From time
to time security updates, patches, kernel upgrades, and System
Administration may be performed free of charge. In addition to
these services System Administrator may make recommendations to
improve the overall performance, security, and updates to the
service. At the sole discretion of the System Administrator any
installation, configuration, or tuning of the server may be
considered billable, and you will be notified and requested to
approve any additional charges. Any Support not included with
your dedicated server, will be subject to a $75 an hour labor
fee, billed in half hour increments during office hours between
8:00am - 10:00pm (EST) After-hours support will incur a $150.00
an hour labor fee, billed in half increments in effect from 10:01pm
- 7:59am (EST) VizHost will not perform maintenance, security
checks, or management without client initiating such request.
VizHost does not take responsibility for the overall security of
servers.
Network Uptime is the total time
in a calendar month that VizHost network is available through
the Internet, provided that Client has established connectivity.
VizHost takes responsibility Network availability within their
network, however, we cannot be held liable for upstream
problems, outside of our network. Our guarantee is that our
Network will be available to clients free of Network Outages,
rendering 100% packet loss 99.9% of each calendar month.
Network Outages or Unscheduled
downtime is any unplanned or unscheduled interruption in Service
availability during which Client is unable to access the
services as described in the section titled 'Network Uptime'
above. A Network Outage is defined as a period in which 100%
packet loss to our network is experienced, which is determined
to have been caused by a problem in VizHost’s Network as
confirmed by VizHost. Downtime or outages are measured as the
total length of time of the unplanned interruption in service
availability in a calendar month.
Scheduled Downtime is any
VizHost scheduled interruption of Services, for the purpose of
network upgrades, or replacement of any equipment in order to
provide for you better service. Scheduled downtime occurs during
notified downtime periods, with as much advance warning as
possible via e-mail with a minimum of 24 hours notice.
SLA Network Violation Credit
occurs when our network uptime guarantee is not met. VizHost
will refund the customer 5% of the monthly fee for each hour of
downtime (up to 100% of your monthly fee) for network downtime.
Network downtime is measured from the time the network is 100%
unreachable, until service is once again restored. In order to
request a performance credit, you must email us within 10 days
of reported violation at:
support@vizhost.com. SLA violations will be reviewed by our
personnel Monday - Friday 9AM to 5PM EST. *Network violation SLA
credit does not cover server hardware failure.*
- Performance Credit exclusions:
The following are excluded from the monthly calculation of
Service Availability:
- Scheduled downtime
- Problems outside of VizHost’s
network (upstream providers, or client’s inbound connection) not
effecting 100% loss to our network
- Interruptions or failure of
individual service caused by client, their employees, client’s
customers, etc. to their service. These include inaccurate
configuration, 3rd party
software, client abuse or over
utilization of resources, hacked servers, attacks, exploits, or
server hardware failures.
Server Hardware for Dedicated,
or Co-Located Servers
Hardware is defined as the
Processor(s), RAM, hard disk(s), motherboard, NIC card and other
related hardware included for Dedicated Servers, and switches
for Co-Located Servers, unless client provides their own switch.
Hardware replacement will occur
within 6 hours of the reported problem, VizHost will refund 5%
of the monthly fee per additional 6 hours of down time (up to
100% of customer's monthly fee). In order to reduce replacement
hardware downtime, we keep a small quantity of pre-built systems
on hand to swap out Hard disks, so that your server can be back
up in the shortest amount of time. For Hard disk failures, we
keep pre-installed drives with our standard partitioning for
immediate deployment. In order to request an SLA hardware
violation credit, you must email sales, within 10 days of
reported violation, at:
sales@vizhost.com. SLA violations will be reviewed by our
personnel Monday - Friday 9AM to 5PM EST. *Hardware SLA
violations do not cover network violation*
- Performance Credit exclusions:
The following are excluded from the monthly calculation of
Service Availability:
- Scheduled downtime
- Interruptions or failure of
individual service caused by client, their employees, client’s
customers, etc. to their service. These include inaccurate
configuration, 3rd party software, client abuse or over
utilization of resources, hacked servers, attacks, exploits, or
server hardware failures.
VizHost is not
responsible for the restoration of data to server. We strongly
recommend that your purchase backup options for your server, and
keep copies of your data off-site with you for emergency
purposes. If hardware failure and data loss occurs, you the
client are responsible for data restoration. VizHost shall not
be liable for loss of data under any circumstance. Although
VizHost will indeed keep back-up copies but it is not our duty
to keep them. If we are unable to back-up your site we are not
held responsible.