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Service Level Agreement

Silicon Valley Web Hosting’s Service Level Guarantee is a contract between the customer and Silicon Valley Web Hosting. It defines the terms of our responsibility and the credits available if our responsibilities are not met. We want our customers to feel at ease with their decision to partner with Silicon Valley Web Hosting, and you knowing that Silicon Valley Web Hosting takes your uptime as seriously as you do is imperative.

The Silicon Valley Web Hosting Service Level Guarantee covers three components that support the availability of your web site:

Network

Silicon Valley Web Hosting guarantees that its network will be available 100% of the time in a given month, excluding scheduled maintenance. Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server. Network downtime exists when a particular customer is unable to transmit and receive data and is measured from the time the trouble ticket is opened.

Silicon Valley Web Hosting Guarantee: Upon experiencing downtime, Silicon Valley Web Hosting will credit the customer 5% of the monthly fee for each 60 minutes of downtime (up to 100% of customer’s monthly fee for the affected server).

Infrastructure

Silicon Valley Web Hosting guarantees that the critical infrastructure systems will be available 100% of the time in a given month, excluding scheduled maintenance. Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers’ servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems and is measured from the time the trouble ticket is opened to the time the problem is resolved and the server is powered back on.

Silicon Valley Web Hosting Guarantee: Upon experiencing downtime, Silicon Valley Web Hosting will credit the customer 5% of the monthly fee for each 60 minutes of downtime (up to 100% of customer’s monthly fee for the affected server).

Hardware

Silicon Valley Web Hosting guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. This guarantee includes the time required to rebuild a RAID array and the reload of certain operating systems and applications. Hardware replacement will begin once Silicon Valley Web Hosting identifies the cause of the problem. Server hardware replacement is guaranteed to be complete within two hours of problem identification.

Silicon Valley Web Hosting Guarantee: In the event that it takes SVWH more than two hours to replace faulty hardware, recorded from the time the source of the problem is identified by SVWH support staff, SVWH will credit the customer 5% of the monthly fee per additional 60 minutes of downtime (up to 100% of customer’s monthly fee for the affected server). All Data Restores will begin within 2 hours of problem identification.

Performance Credit Exclusions

The following are excluded from the monthly calculation of Service Availability

  • Scheduled maintenance downtime
  • Problems outside of Silicon Valley Web Hosting’s network (peering problems between providers, client’s connection) not affecting 100% loss to SVWH network
  • Interruptions or failure of individual service caused by client, their employees, client’s customers, etc. to their service. These include inaccurate configuration, third-party software, client abuse or over-utilization of resources, hacked servers, attacks, exploits, or colocation server hardware failures.

© Silicon Valley Web Hosting
PO 9304,
San Jose, CA 95157
Phone: 888-GET-SVWH (438-7894)
Fax: 1-866-306-4216