Eugene Hosting is proud to offer an exceptional level of performance, reliability, and service. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA) which provides certain rights and remedies regarding the performance of the Eugene Hosting network. The Eugene Hosting Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of Eugene Hosting's web hosting, reseller, dedicated server, co-location, e-commerce, and dial-up/dedicated access services.
Eugene Hosting strives to maintain a 99.9% network and server uptime service level. This uptime percentage is a monthly figure, and is is calculated solely by Eugene Hosting monitoring systems or Eugene Hosting authorized/contracted outside monitoring services. If Eugene Hosting fails to meet it's 99.9% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case by case basis. Eugene Hosting does not credit a full month's service for minor downtime. This would not be financially healthy for Eugene Hosting, and in turn would only negatively affect the service level Eugene Hosting provides to you. "Partial refunds for partial downtime" is our standard policy. In extreme circumstances, Eugene Hosting may distribute full month credits, but this is dealt with on a case by case basis. Details on how credit amounts are calculated can be found below.
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the Eugene Hosting network caused by or associated with:
- Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, "Acts of God" (ie...fire, flood, earthquake, tornado, etc...), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level Agreement
- Telco Failure (ie...Verizon™ cutting a fiber line somewhere)
- Backbone peering point issues (ie...UUnet™ having a router go down in Virginia that wipes out internet service for the entire East Coast)
- Scheduled maintenance for hardware/software upgrades
- DNS issues not within the direct control of Eugene Hosting
- Client’s acts or omissions, including without limitation, any negligence, willful misconduct, or use of Eugene Hosting service(s) in breach of Eugene Hosting Policy and Service Guidelines (AUP), by Client or others authorized by Client.
Connectivity: Eugene Hosting's goal is to make the Eugene Hosting network available to Client free of outages for 99.9% of the time. An "outage” is defined as an instance in which Client is unable to transmit and receive IP packets due to a Eugene Hosting service failure for more than 15 consecutive minutes, excluding service failures relating to Eugene Hosting's scheduled maintenance and upgrades. The Eugene Hosting network does not include client premises equipment or any Telco access facilities connecting Client's premises to such infrastructure. Eugene Hosting's goal is to keep Average Round-Trip Latency on the Eugene Hosting network to 85 milliseconds or less. Eugene Hosting defines “Average Round-Trip Latency”, with respect to a given month, as the average time required for round-trip packet transfers between the Eugene Hosting network and major US backbone peering points during such month, as measured by Eugene Hosting. Eugene Hosting's goal is to keep Average Packet Loss on the Eugene Hosting network to 1% or less. Eugene Hosting defines “Average Packet Loss”, with respect to a given month, as the average percentage of IP packets transmitted on the Eugene Hosting network during such month that are not successfully delivered, as measured by Eugene Hosting.
Eugene Hosting will periodically (on average every 10 minutes) monitor Eugene Hosting network and server availability using software and hardware components capable of measuring application traffic and responses. Client acknowledges that that such measurements may not measure the exact path traversed by Client’s internet connection, and that such measurements constitute measurements across the Eugene Hosting network but not other networks to which Client may connect. Eugene Hosting reserves the right to periodically change the measurement points and methodologies it uses without notice to Client. Full network and server reporting will be posted to a location designated by Eugene Hosting and made available to Client.
Eugene Hosting stands behind all equipment on our network. Faulty hardware is rare, but cannot be predicted nor avoided. Eugene Hosting utilizes only name brand hardware of the highest quality and perfomance. Eugene Hosting will replace all faulty hardware affecting performance levels of equipment within 48 hours, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within two hours of problem identification. Router failure is an exception to this SLA guarantee, and may require on-site Cisco™ engineers or backbone provider emergency personnel to correct the problem. Router failure is governed by current Eugene Hosting contracts with Cisco™ and backbone providers in regard to the emergency repair service in case of such an issue. Eugene Hosting will replace all faulty hardware on dedicated servers or managed vps (rented or leased servers), at no charge to the Client, with an unlimited free replacement policy. This includes parts ordered as upgrades.
Eugene Hosting reserves the right to change or modify this SLA to benefit the Client, and will post changes to location currently housing this SLA at time of modification, which will be made available to Client. Except as set forth in this SLA, Eugene Hosting makes no claims regarding the availability or performance of the Eugene Hosting network or servers. Specific terms/points of this SLA may be adjusted on a case by case basis by the specific Service Agreement signed/agreed by client. In case of difference terms/points in SLA and Service Agreement, the Service Agreement terms/points prevail over this general SLA policy. The Service Agreement signed/agreed by client, is above and beyond this SLA, and Service Agreement terms are in affect, including, but not limited to, limitations of liability.