NetHosting Policies

Service Level Agreement

NetHosting's Mission
NetHosting's goal is to provide the highest quality service to its customers 100% of the time. As part of this commitment, we understand that the customer's experience in working with us is equally important. NetHosting not only strives to fulfill its 100% Satisfaction Guarantee, but also strives to make 100% of its customers completely satisfied.

NetHosting Responsibilities
NetHosting will be responsible for the following in support of its Mission:

• Network Infrastructure Management. NetHosting will proactively manage, upgrade, maintain, and support its network infrastructure elements: routers, switches, servers, and connectivity.
• Facility Infrastructure Management. NetHosting will manage, upgrade, maintain, and support its facility infrastructure elements: power, cooling, and security.
• Monitoring. NetHosting will monitor the network and facility infrastructure to prevent unscheduled maintenance and over-subscription according to NetHosting's specifications.
• Hosting Servers, Firewalls, Load-balancers and Devices. NetHosting will maintain and support all hardware associated with providing services to customers. Every device will be monitored and immediately restored to working order in the unlikely event of a failure.

Customer Responsibilities

• OS, Application, and Content Management. Customer will manage, upgrade, maintain, and support his or her operating systems, applications, and content, unless NetHosting has agreed to manage specific equipment under a management contract, support contract, or special paid service request.
• Security. Customer will manage, upgrade, maintain, and support his or her data and hardware security unless NetHosting has agreed to manage specific equipment under a management contract, support contract, or special paid service request.
• Back-up. Customer will manage, upgrade, maintain, and support his or her back-up systems or devices unless NetHosting has agreed to manage specific equipment under a management contract, support contract, or special paid service request. Any hardware failure may result in data loss. Though the hardware will be immediately restored or repaired, data loss may occur. All customers are encouraged to keep thorough and regular backups.

NetHosting Support Response Guarantee
NetHosting will commence investigation or resolution of problems under NetHosting's Responsibilities within 15 minutes of notification either by electronic monitoring or by customer notification.

NetHosting Network Availability Guarantee
NetHosting's Network Availability Guarantee ensures 100% network availability. Availability shall be measured over a calendar month.

NetHosting Network Packet-Loss Guarantee
NetHosting's Network Packet-Loss Guarantee ensures an average of no more than 1.0% packet-loss across the NetHosting Network. Packet-loss average shall be measured over a calendar month.

NetHosting Network Latency Guarantee
NetHosting's Network Latency Guarantee ensures an average of less than 85.0 milliseconds of latency across the NetHosting network. Latency average shall be measured over a calendar month.

Service Credits and Conditions
Eligibility: If NetHosting fails to meet the NetHosting's Support Response Guarantee, NetHosting Network Availability Guarantee, NetHosting's Network Packet Loss Guarantee, or NetHosting Network Latency Guarantee as set forth in this Service Level Agreement (as determined by NetHosting's monitoring systems and specifications) and Customer provides NetHosting with a written request within five (5) business days of the last day of the month in which such failure occurred, NetHosting will provide a service credit to Customer's account according to the following schedule: One thirtieth (1/30th) of Customers Monthly Service Charges specified in this agreement for the affected service for each cumulative sixty (60) minute period of unavailability or failure during the applicable month, up to a maximum of the total Monthly Service Charges paid by Customer to NetHosting during the applicable month for the affected Service. The Customer understands that the maximum credit allowed under this agreement is the monthly service charges specified in this agreement and that any non-monthly services fees, including but not limited to, set up or installation fees, equipment fees, support or management fees, pass through fees, taxes, or any one-time fees will not be credited under this agreement.

Exclusions and Limitations
For each service level commitment set forth in this Service Level Agreement, service credits will not be available to Customer in cases where:

1. The Services are unavailable as a result of
1. the acts or omissions of Customer or its employees, contractors, agents or end users;
2. the failure or malfunction of equipment, network, applications or systems not owned or directly controlled by NetHosting;
3. circumstances or causes beyond the control of NetHosting, including, without limitation, DNS issues outside the direct control of NetHosting, events of force majeure and third-party attacks on the NetHosting Network (including but not limited to: law enforcement requests, ping and denial of service attacks);
4. scheduled maintenance with prior notice given via mailing lists that the customer must subscribe to at http://www.fiber.net/news/index.htm which URL is subject to change upon prior notice (Customer has the sole obligation to subscribe to this service); or (e) urgent maintenance with notice provided as soon as is commercially practicable under the circumstances,
2. Customer is not in compliance with its applicable NetHosting Service Agreement (including NetHosting's then-current Acceptable Use Policy, Billing and Cancellation Policy, and Rules for Use of the Co-location Facility, as applicable). Such credits will be granted only if Customer provides NetHosting with all requested information in an expeditious manner,
3. Customer Service Agreement specifying the applicable monthly service charges has expired or is under month to month terms.

Concerns and Comments
Questions or concerns about our policies and SLA?

• Privacy Policy
• Refunds
• Cancellations
• Acceptable Use Policy
• Service Level Agreement

Email or call us at service@nethosting.com or toll-free at 1-888-504-4678.
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