Service Level Agreement
HostJane offers a 99.9% uptime guarantee via this Service Level Agreement ("SLA") based on network and host node availability.
This SLA is provided as a supplement to HostJane's Web Hosting Terms of Service available at: https://www.hostjane.com/legal/hosting-terms/.
This uptime guarantee is applicable on a per-service-item basis and is not applied to Your entire invoice. For example, if You have three (3) servers with Us, and one (1) of those servers experiences downtime, any credit due to You under this uptime guarantee would be proportional to that one (1) server's downtime and not Your entire account with Us.
This uptime guarantee does not apply to the accessibility of HostJane's web property, DNS servers, API, or control panel.
1. Ineligible Downtime
HostJane is not responsible for downtime related to the Services listed below and as such will not issues credits for the following:
- Internal services such as MySQL, Apache, PHP, etc.
- Scheduled downtime or planned maintenance
- Interruption of Service due to unpaid invoices, abuse notifications and violations of TOS
- ISP or local connection problems
- Customer-controlled downtime
- Acts of Force Majeure
- HostJane reserves the right to audit servers as needed and to perform administrative actions at the request of Our datacenter.
2. Packet Loss and Latency
HostJane does not proactively monitor the packet loss or transmission latency of specific customers. HostJane does, however, proactively monitor the aggregate packet loss and transmission latency within its LAN and WAN. In the event that HostJane discovers (either from its own efforts or after being notified by You) that You are experiencing packet loss in excess of one percent (1%) ("Excess Packet Loss") between your instance and one hop from HostJane's border router(s) (first hop of egress providers router) and You notify HostJane via a support ticket (or HostJane has notified You of an event), HostJane will take all actions necessary to determine the source of the Excess Packet Loss/Latency.
3. Other Limitations
3.1 The uptime guarantee ONLY applies to network and instance availability during normal operation. The uptime guarantee does NOT apply to server-side software uptime. Any outage due to server software, operating systems, improper configurations, denial of service attack against your instance, instance suspension, instance paused/halted for any reason, or any other non-network or non-"host node" outage, for any reason and whether or not such outage is caused by Us due to upgrading, troubleshooting or performing any other tasks, is not subject to this uptime guarantee. The guarantee does NOT apply when a scheduled maintenance occurs with a minimum of twenty-four (24) hour notice or in the event a time critical patch/update must be applied as long as the outage/packetloss does not exceed ten (10) minutes.
3.2 Furthermore, none of the guarantees in this SLA may be combined. For example, a hardware outage that also disrupts network activity will not qualify You for two (2) separate credits. If for example, a hardware outage was the basis for the connectivity loss, the entire event will count as one single outage for the purpose of determining applicable credit.
4. Outage Credit
In accordance with the procedure outlined below, you must initiate a support ticket and request that a credit be applied to your account. Merely initiating a support ticket related to an outage will not result in any credit to your account. Initiating a support ticket and requesting a credit is what triggers an event for any potential credits; however, HostJane must still determine, in its sole discretion, whether or not an eligible outage has occurred. If HostJane determines that an eligible outage has occurred, then the ticket you generated will be used to generate a credit prorated for the amount of time the server is down.
5. How To Obtain Your Credit
5.1 In order to receive any credit offered under this SLA, You must initiate a support ticket (by contacting Us at the bottom of this page) related to the event AND expressly request that We issue a credit. DO NOT ASSUME THAT WE ARE AWARE OF YOUR OUTAGE. Your outage may be wholly unrelated to HostJane's Services, so unless You contact Us via a support ticket, We may not be aware any problem exists. Outages related to hardware or other services or events not under HostJane's control are not eligible for any guarantee or credit offered under this SLA.
5.2 As stated herein, the timestamp on the support ticket will mark the beginning of an outage should HostJane determine that an eligible outage occurred. If HostJane was aware of the issue before You were, HostJane may notify You of the outage. In such instance, You must still initiate a support ticket to confirm that You are aware of the outage, and such support ticket must still also request a credit.
5.3 You must have a support ticket number in order to receive any credits under this SLA.
5.4 You agree and acknowledge that all other terms, limitations, exclusions, disclaimers and requirements contained in HostJane's General Terms and Web Hosting Terms apply to this SLA.