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Service Level Agreement (SLA)

Overview

The use of services provided by Demonbolt Development Inc. (hereinafter “Demonbolt Hosting”, “Us”, “We”, or “Our”) constitutes agreement to the following Acceptable Use Policy.

This Service Level Agreement, along with the Terms and Conditions, Privacy Policy, Cookie Policy, and Acceptable Use Policy (AUP) set forth the general rules and policies governing your use of our website and related services.

Interpretation & Definitions

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

The definitions can be found in the “Interpretation & Definitions” section of the Terms of Service.

Our Policy

We are committed to supplying web hosting services to our respective clients at 99.99% uptime at an efficient and professional level. This Service Level Agreement (also referred to as “SLA”) applies to all web hosting clients. You agree that measurements via our internal support team will establish the necessary support and/or level of services required. In the event you wish to claim a SLA Credit, please open a billing ticket.

Service Downtime is any unplanned interruption in Service Availability during which You are unable to access the services, provided the interruption is determined to have been caused by a problem caused by Us. Downtime is measured as the total length of time in the unplanned interruption in Service Availability during a calendar month. We are not responsible for any unplanned outages due to third-party software/hardware failure.

SLA credit occurs after a service has been unreachable for more than 10 consecutive minutes. For each hour of consecutive downtime after the 15 minutes, the client will be credited 1% of the affected services’ monthly bill up to 100% of the value of the service.

Exclusions

We certainly appreciate and care about all of our clients, but as such, some limitation and/or exclusions must be subjected to this agreement. Therefore performance credit and or general credit and refunds will not be applicable within the following events:

  • Acts of God; in the event downtime is suffered due to extreme weather at datacenters and/or any other means defined by legislation will not be covered
  • Any unlawful activities against the client and/or caused by the client; such as DDoS attacks, or the violation of Our policies
  • Internet availability due to client issues; in the event client’s own internet is the point of failure, not Us
  • Exceeding resources allocated by Your plan
  • If We believe Your SLA claim to be fraudulent

Contact Us

If you have any questions about these Terms and Conditions, You can contact us:

Demonbolt Development Inc.
Legal Department
Contact Email: [email protected]
Contact Phone: +1 (647) 696-2563

Last Updated: December 22, 2020