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Hardware Replacement Service Level Agreement
XWEBHosting guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 30 Minutes of identifying the problem. In the event that this guarantee is not met, XWEBHosting will issue a credit for ten times the actual amount of additional downtime recorded by service monitoring logs. The amount of compensation may not exceed the customer’s monthly recurring charge. This guarantee does not include the time it requires to perform additional software related maintenance, including rebuilding web accounts from backups, cloning hard drives, reloading the operating system, reloading and configuring applications, or rebuilding RAID arrays.
Network Uptime Service Level Agreement
XWEBHosting guarantees network uptime to be 100%. This guarantee assures that all major routing devices within our network are reachable from the global internet 100% of the time.
Network SLA Exclusions
Many possible situations are completely beyond the control of XWEBHosting, and therefore are not in the scope of this SLA. These situations include:
Network SLA Remedy
In the event that XWEBHosting does not meet this SLA, Dedicated Hosting clients will become eligible to request compensation for downtime reported by service monitoring logs. If XWEBHosting is or is not directly responsible for causing the downtime, the customer will receive a credit for 10 times ( 1,000% ) the actual amount of downtime. This means that if your server is unreachable for 1 hour (beyond the 0.0% allowed), you will receive 10 hours of credit.
All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer’s monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of XWEBHosting Terms of Service or if the account is in default of payment.
Response Time SLA’s
XWEBHosting’s fully-managed and core-managed customers are covered by three types of initial response time guarantees:
The Help Desk Initial Response Time Guarantee (30 Minutes)
That means that when you submit a trouble ticket via our help desk system you are guaranteed a response from a Noble Support® technician within thirty minutes. If XWEBHosting fails to respond within thirty minutes, you will be credited 10 times the amount of time exceeding our SLA commitment. That means that if your ticket goes 1 hour past our stated initial response time guarantee, your account will receive a 10 hour hosting credit.
Phone Answer Time Guarantee (59 Seconds)
We guarantee that a live Noble Support Agent will answer your phone call within 59 seconds from the time you select the department you wish to speak with. If XWEBHosting fails to respond within fifty nine (59) seconds, you will be credited 10 times the amount of time exceeding our SLA commitment. That means that if your phone call goes 6 minutes past our stated initial response time guarantee, your account will receive a 1 hour hosting credit.
LiveChat Initial Response Time Guarantee (59 Seconds)
We guarantee to have a live Noble Support Agent answer your LiveChat within 59 seconds after selecting the department and accurately completing the pre-chat survey questions. If XWEBHosting fails to respond within fifty nine (59) seconds, you will be credited 10 times the amount of time exceeding our SLA commitment. That means that if your LiveChat goes 6 minutes past our stated initial response time guarantee, your account will receive a 1 hour hosting credit.
Compensation
All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer’s monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of XWEBHosting Terms of Service or if the account is in default of payment. Duplication of SLA compensation is not allowed. Only one SLA credit may be given per incident. For example: if a network outage SLA event and a phone SLA event happen simultaneously. SLA compensation will only be given for one of the events.
XWEBHosting utilizes some third party services to provide responses to customers. These include, but are not limited to, our LiveChat system. If a third party system’s failure prevents XWEBHosting from honoring the Response Time SLA requirements the SLA event will be ineligible for compensation.
How to Report a Problem
XWEBHosting technicians are available 24 hours a day. There are a number of ways to reach us, including online help desk and e-mail.