RackGenius is committed to providing a fast and reliable connection to your server, so we guarantee 99.95% uptime. This Service Level Agreement ("SLA") applies only to shared hosting clients. If you wish to claim credit compensation due to an outage, please open a support ticket within seven days of service interruption. RackGenius deems any unplanned interruption in the availability of clients' servers during which the client is unable to access the service as described in the preceding section, provided the interruption is determined to have been caused by a problem within RackGenius services and its network as determined by RackGenius staff. Downtime is measured by the total time the unplanned interruption has occurred per downtime event. RackGenius Hosting shall not be held responsible for any unplanned outages caused by third parties, contractors, or hardware failures. SLA credits may be claimed after the client's service has been unreachable for over thirty minutes. Each consecutive hour after the thirty minutes, the client will be credited 1% of the affected services' monthly bill up to 75% of the total value of the service.
SLA Exclusions
While RackGenius provides quality services to all clients, limitations, and exclusions must be applied within this agreement. The following events will not result in any SLA credits.
- Client-side downtime
- Configuration errors
- DDoS attacks
- Downtime not caused by RackGenius
- Exceeding resource allocations
- Severe weather
- Illegal activity
- If we believe your claim to be fraudulent
Hardware Failures
In the inevitable event of a hardware failure, the RackGenius team will inform the impacted customers upon hardware failure and will maintain communication until the components are replaced. If there is extra room available on other machines and the host machine is still online, we will move your service free of charge upon request.
Rest assured, RackGenius has you covered!
