Service Level Agreement

Service Level Agreement (SLA)

99.9% Uptime SLA

Webnii promises a 99.9% monthly uptime guarantee for all of its services; this uptime SLA runs per calendar month. For any type of shared hosting and reseller hosting, this means that services will be available at least 99.9% of the time, except when due to issues outside of Webnii’s control such as scripting issues or vulnerabilities with specific sites. For Virtual Private Servers and Dedicated Servers, Webnii promises 99.9% uptime for the network and hardware only.

Scheduled maintenance periods are exempt from uptime SLA calculations. Webnii normally schedules maintenance between the hours of 12:00AM-4:00AM and will make a best effort to notify Customer at least one week prior to scheduled maintenance, though not guaranteed nor required. Advanced noticed may be provided in the form of an email to the Customer or a notice within myWebnii.

If Webnii has breached this Service Level Agreement, the client may open a support ticket notifying Webnii of the date, time, duration, and products effected. Webnii will review the report and, if deemed valid, provide the client with a pro-rated account credit for the duration of the incident for any downtime in excess of Webnii’s 99.9% uptime SLA.

The client is expected to notify Webnii within 48 hours of any incident regarding SLA. If Webnii does not receive the initial report with all required information to validate the claim within 48 hours, the report may, at the sole discretion of Webnii, be deemed immediately invalid.

Any SLA credits are applied as account credits to the effected client’s account for use on future invoices only. Clients must have an account with active services to qualify for any SLA credits.

Support Response SLA

Webnii promises to provide an initial, human support ticket response for any support ticket opened in the “Customer Service” or “Technical Support” departments within 6 hours, regardless of time of day. Should Webnii fail to uphold this initial response guarantee, the client may open a ticket to the “Billing” department requesting a SLA credit for the occurrence, which is equal to $1.00 per occurrence, up to one occurrence per 24 hours and a maximum of two occurrences per month.

This SLA credit does not apply to any departments other than the “Customer Service” and “Technical Support” departments, and is limited to one credit per 24 hours and a maximum of two credits per month. Webnii may or may not pro-actively apply these credits, and the client is expected to open a ticket with the “Billing” department, including the original ticket number and requesting the SLA credit.

This policy does not guarantee time to resolution; it only covers an initial human response within 6 hours of a support ticket being opened in the specified departments. Clients who have created multiple tickets for the same issue, an extraordinarily similar issue, or falsified issue within the allotted time frame may not be deemed eligible for the SLA credit at the sole discretion of Webnii.

Any SLA credits are applied as account credits to the effected client’s account for use on future invoices only. Clients must have an account with active services to qualify for any SLA credits.

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