GlowHost :: Service Level Agreement
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The GlowHost SLA is below, this page contains information about what GlowHost offers our customers, and explains our agreement to them.
Managed to us, is like a shared reseller account. We fully manage the server; you sell accounts, and you service those accounts, but when problems arise we will help you fix them. If you email us and say my customer domain.com is not getting his emails on account joe@domain.com we will log in to your customer's account and help you resolve the problem with his account etc. just like we do with any reseller or shared hosting account. We will perform full proactive monitoring of the server, log files, kernel, software installs, security updates, patches etc. leaving you to only worry about running your business and not server administration.
Unmanaged is just that. Hardware failures are our problem, but the software and services are yours. We do not monitor, upgrade, or check logs etc. If you email us a question on a customer problem we will offer to check it out and fix it for an administrative fee of $100/hour an hour with a 1/2 hour minimum. Often times will will opt to not charge anything for our services un an unmanaged server, especially if it is a quick fix or simple question, however this is at our sole discretion of if a charge will be involved and should be assumed that there will be a charge for servicing an unmanaged account. We will always notify you of the estimated fees ahead of time, before performing any work, and we will wait for your confirmation that the charges are acceptable. Upon your confirmation, we will begin the requested work.
You are free to customize the server software in both managed and unmanaged environments to your liking, but please be advised any actual code or configuration modifications to the base software that we provide you, that results in damage and or malfunction of the server is not covered by GlowHost. This means you can configure Apache, cPanel, mailserver, ftp, etc. software, but if you break it, and we have to fix it, you will be charged our hourly rate of $99. If you are not sure EXACTLY what you are doing, it is best to let us manage server software updates and configuration for you. Managed or unmanaged server agreements do not cover breakage caused by user code or configuration modifications to the server software environment. This means if you break it, and we need to fix it, you will be charged our hourly rate to fix it.
All servers include free emergency reboots. Unmanaged servers include a remote reboot console so that you can perform reboots yourself without having to contact GlowHost.
All managed and unmanaged dedicated server prices include cPanel and WHM, and all necessary software to become a full-fledged hosting company. We also will provide free customer billing software from a brand name of our choice, but this is an optional service that must be requested.
We do not cover 3rd party software installs that we do not supply, nor do we troubleshoot 3rd party software your clients may install.
Network Uptime is the total time in a calendar month that GlowHost network is available through the Internet, provided that Client has established connectivity. GlowHost takes responsibility for 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, that render 100% packet loss, 99% or greater, 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 GlowHost’s Network as confirmed by GlowHost. 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 GlowHost 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. We strive to make at least 24 hours notice for Scheduled Downtime, but sometimes this is not possible. An example of when we would not be able to give 24 hours notice is for an extremely important security update that needs to be patched immediately.
SLA Network Violation Credit occurs when our network uptime guarantee is not met. GlowHost will refund the customer 5% of the monthly fee for each hour of downtime (up to 100% of your monthly fee) for network downtime provided that the customer has no outstanding invoices, and the customer's account is in good standing. 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 fill out our SLA violation form, within 10 days of reported violation.To obtain this form, please open a ticket at our helpdesk. 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 GlowHost’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 misconfiguration, 3rd party software, client abuse or over utilization of resources, hacked servers, attacks, exploits, or server hardware failures.
Server Hardware for Dedicated Servers is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included for Dedicated Servers.
Hardware replacement will occur within 6 hours of the reported problem, GlowHost 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 ample quantity of excess hardware and systems on hand to swap out Hard disks or other hardware, so that your server can be back up in the shortest amount of time.
In order to request an SLA hardware violation credit, you must open a helpdesk ticket within 10 days of reported violation. SLA violations will be reviewed by our personnel Monday - Friday 9AM to 5PM EST.
*Hardware SLA violations do not cover network violation*
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, GlowHost will restore the system to original state.
We will also attempt to assist in recovering your customer's web sites from backup, provided you have backup services as part of your hosting agreement, but make no guarantee to the accuracy of the backups or that the backup data is in tact. The customer should make appropriate backups of their data if their data is important or irreplaceable.
GlowHost is not expressly responsible for the restoration of data to server, however as outlined above, we will assist you with trying to recover it should you need our assistance. 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, the Customer is responsible for data restoration. GlowHost shall not be liable for loss of data under any circumstance.
