Hosting, Reseller and Dedicated services are defined as servers and server space that is 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 ½ hour increments during office hours between 9:00am – 6:00pm (PH). TAHANAN WEB HOSTING will not perform maintenance, security checks, or management without client initiating such request. TAHANAN WEB HOSTING does not take responsibility for the overall security of servers.
Network Outages or Unscheduled downtime is any unplanned or unscheduled interruption in Service availability during which Client is unable to access the services. 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 TAHANAN WEB HOSTING Network as confirmed by TAHANAN WEB HOSTING. 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 TAHANAN WEB HOSTING 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 is not met. TAHANAN WEB HOSTING will refund the customer 200% of the value of the time of service (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 E-mail us within 10 days of reported violation. SLA violations will be reviewed by our personnel Monday – Saturday 8AM to 5PM (PH). *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 TAHANAN WEB HOSTING 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 12 hours of the reported problem, TAHANAN WEB HOSTING 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 E-mail us within 10 days of reported violation. SLA violations will be reviewed by our personnel Monday - Friday 9AM to 6PM (PH). *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.
Replacement is defined as returning the server to original configuration when it was purchased. If hardware failure causes corrupted Operating System, Data Files, or Configuration of server, TAHANAN WEB HOSTING will restore the system to original state.
TAHANAN WEB HOSTING is not responsible for the restoration of data to server. We strongly recommend that you purchase backup options for your account/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. TAHANAN WEB HOSTING shall not be liable for loss of data under any circumstance.
