We value our customers and understand the need of high availability to consistently exceed customers expectations. JBK SLA is a contract between you, the customer and JBK Web Hosting. This contract defines the terms of JBK responsibility and money back guaranty if we (JBK) fail to meet our responsibilities. The following is a summary of kinds of services that are offered to customer by JBK to ensure maximum availability and performance. This SLA applies to shared and cloud-vps hosting clients.
We guarantee that our network will be 100% available. This excludes scheduled network or data center maintenance. We will credit your account with 10% of the monthly fee for each 30 minutes of network downtime, up to 100% of your monthly fee.
This is the total time in a month that JBK services are available through the Internet provided the client has established connectivity. We promise a 99.9% server uptime in addition to our Network Availability. We will credit your account with 10% of the monthly fee for each 30 minutes of network downtime, up to 100% of your monthly fee.
We guarantee the functioning of all server hardware components and will replace any failed component at no cost to the customer. Hardware replacement is guaranteed to take not more than 1 hour from the time of problem identification. We will credit your account with 10% of the monthly fee for each 30 minutes of network downtime, up to 100% of your monthly fee.
Ticket Response Time
JBK guarantees its customers to provide quality support to all support requests submitted via our support portal. Support department shall respond to all submitted tickets within 20 minutes, failure to do so client will receive credit in their account. The credit will be 10% of the client’s monthly subscription and the credit will not exceed 100%. Credit request has to be submitted to the email stated below within 1 day after the request.
To receive an SLA credit, JBK customers must conduct their account managers or simply send the request to firstname.lastname@example.org. The request should be done within 3 days of reported downtime.
Service Downtime Exclusions
The following are excluded from the monthly calculation of the service availability:
- Planned network or service maintenance
- Delays, interruptions caused by client or client’s employees, agents such as but not limited to, the following:
- Incorrect configuration
- Non-compliant use of any software on the server
- Server over utilization