Service Level Agreement (SLA)
Services SLA – Service Level Agreement (SLA)
The present agreement describes the guarantee availability of Greek Dedicated Servers service network. The warranty applies to any client without Greek Dedicated Servers outstanding economic period outage of availability.
Form and procedure for implementing the guarantee
The Greek Dedicated Servers has as main objective to provide the content of the guest site available (uptime) for access from anywhere in the world, anytime. The cut-off time is defined as the loss of all packets from Greek Dedicated Servers to its backbone providers.
The goal of Greek Dedicated Servers is to keep the average packet loss over 0.1% or less during a calendar month, as measured by the Greek Dedicated Servers. Downtime is measured after notification by the customer of inactivity, the moment of the interruption via the ticketing system Greek Dedicated Servers, in http://support.tophost.gr address. If it is impossible to access to the ticketing system, then the call should be made by telephone to the Department of Greek Dedicated Servers. Administrators of Greek Dedicated Servers will determine the end of downtime. If the average packet loss exceeds 1%, the Greek Dedicated Servers providing credit to the customer in the form of service subscription time, according to the following tables.
1. Web, DNS and Reseller Hosting
In case that:
a) the Webserver, the Database Server, the technological equipment or the infrastructure of the Data Center hosted your site is available less than 99.9% in the period of one calendar month, or
b) if the mains supply to the Data Center hosted your site is available less than 100%
the Greek Dedicated Servers will credit your hosting package with free hosting time as follows:
Monthly operation | Credit
97% to 99.9% | Credit 50%
96.9% or less | Credit 100%
2. Dedicated Servers
For Dedicated Servers that provide SLA guarantee , if:
a) the technological equipment or the infrastructure of the Data Center hosted your server is available less than 99.99% in a month, or
b) if the mains supply in your server Data Center hosted is available less than 100%
The Greek Dedicated Servers will provide retroactive credit and equivalent to the difference between the guaranteed level of availability of services provided in class SLA o specific Server during the month and the calculated level of service availability. The credits apply only to the size of the monthly amount paid as consideration of the services and do not involve any damage that may result from the non-availability. The credits are calculated according to the following table, measuring 24-hours a day in a calendar month, with the maximum credit not to exceed 50% of the monthly service charge for that month.
Monthly operation | Credit
97% to 99.9% | Credit 10%
96.9% or less | Credit 50%
The credit applies to 60 days from the day of filing the request. The credit of this format is the exclusive remedy in the event of downtime.
3. Cloud Hosting
For Cloud Servers, if:
a) Cloud Server available to less than 99.97%, or
b) the mains supply in your server Data Center hosted is available to less than 99.99%
the Greek Dedicated Servers will provide retroactive credit based on the following:
Appropriation of 1% for every 0.01% below the 99,97% (VM availablity)
Credit 1% for every 0.01% below the 99,99% (network availability)
The above percentages are calculated on a 24-hour period per day in a calendar month, with the maximum credit not to exceed 20% of the monthly service charge for that period. Of the non-operation times excluded scheduled maintenance procedures of the Data Center.
The credit applies if the customer submits the request within five hours from the time the problem occurred unavailability of Cloud Server and within 5 days after the end of the month in which there was a related problem.
If the customer requested upgrade to its infrastructure of Cloud Server, the maximum request execution time is the 3 working days.
The Client will not take any credit for any failure, malfunction or unavailability of the website due to or associated with:
a. circumstances beyond the reasonable control of Greek Dedicated Servers including, without limitation, governmental activities, war, insurrection, sabotage, armed conflict, blockade, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, inaccessible or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation of ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or the energy required for the use of appropriate equipment for the provision of this SLA.
b. Planned or emergency maintenance and improvement of the technological equipment of the company
c. Issues with DNS, FTP, POP, IMAP or SMTP client access
d. False reports of non-functioning of Greek Dedicated Servers systems
e. Acts or omissions of the customer (or other acts or omissions that are approved by the customer), including without limitation the following: adjustment or intervention in scripts (eg CGI, Perl, HTML, ASP, etc. ..), any negligence, willful misconduct or use of services with violation of conditions of Greek Dedicated Servers and the provisions of the acceptable use policy.
f. Delivery or transmission of e-mail or webmail
g. outages elsewhere on the Internet that hinder access to the Customer. The Greek Dedicated Servers is not responsible for their browsers or DNS who can make the appearance of the Customer service impossible. Also Greek Dedicated Servers is not responsible for problems arising because of the internet access quality of the provider chosen by the customer. The Greek Dedicated Servers will guarantee only those areas under its control, namely: the servers, routers and the servers and connect them to the Internet.
Hardware replacement guarantee for 240 minutes (for servers that provide SLA)
The Greek Dedicated Servers guarantee the operation of all rented / purchased material parts and replace any failed component without any financial burden on the customer. The replacement of the material will start once the Greek Dedicated Servers determine the cause of the problem. The replacement material is guaranteed to be complete within 240 minutes from the identification of the problem. If it takes more than 120 minutes to replace the defective material, the Greek Dedicated Servers will reimburse the customer the fee of one day per hour not the system works (up to 100% of the monthly salary of the client access). This guarantee excludes the time required to rebuild any RAID series.
Definitions access fees
The access fee for customers with Shared Hosting packages are the monthly basic access paid by the customer for the package, the data transfer limit allowed each month without additional expense, excluding the organization fees for additional services on the server or other types of options, such as additional IP addresses, hourly support costs, etc.
For customers dedicated / colocation / managed remuneration availability consists of the basic monthly fee paid by the client for standard packages Greek Dedicated Servers, including the use of the host, the use of electricity in the area provided to the customer at no additional cost and up to the amount of data transfer allowed each month without additional charge. The access fee for SLA credit reasons exclude all other fees will be billed to the customer, including, without limitation, the costs relating to the management services, incremental bandwidth usage and electricity fees, additional IP addresses , the RAM,