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Service Level Agreement

Cloud Hosting Pakistan is proud to offer an exceptional level of performance, reliability, and service. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA) which provides certain rights and remedies regarding the performance of the Cloud Hosting Pakistan network. The Cloud Hosting Pakistan Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of Cloud Hosting Pakistan web hosting, reseller, dedicated server, co-location, e-commerce, and vps services.


Uptime Guarantee

Cloud Hosting Pakistan strives to maintain a 99.9% network and server uptime service level for International Datacenter and 99.5% network and server uptime service level for Pakistan Datacenter. This uptime percentage is a monthly figure, and is calculated solely by Cloud Hosting Pakistan monitoring systems or Cloud Hosting Pakistan authorized/contracted outside monitoring services. If Cloud Hosting Pakistan fails to meet it's 99.9% or 99.5% respective uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case by case basis. Cloud Hosting Pakistan will credit a full month's service. Details on how credit amounts are calculated can be found below.


Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the Cloud Hosting Pakistan network caused by or associated with:Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, "Acts of God" (ie...fire, flood, earthquake, tornado, etc...), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level AgreementTelco Failure (ie...cutting a fiber line somewhere)Backbone peering point issues (ie... having a service go down in Pakistan (PIE or Transworld) that wipes out internet service for most of the Pakistan or certain areas)Scheduled maintenance for hardware/software upgradesDNS issues not within the direct control of Cloud Hosting PakistanClient's acts or omissions, including without limitation, any negligence, willful misconduct, or use of Cloud Hosting Pakistan service(s) in breach of Cloud Hosting Pakistan Policy and Service Guidelines (AUP), by Client or others authorized by Client.


Measurement

Cloud Hosting Pakistan will periodically (on average every 10 minutes) monitor Cloud Hosting Pakistan network and server availability using software and hardware components capable of measuring application traffic and responses. Client acknowledges that that such measurements may not measure the exact path traversed by Client's internet connection, and that such measurements constitute measurements across the Cloud Hosting Pakistan network but not other networks to which Client may connect. Cloud Hosting Pakistan reserves the right to periodically change the measurement points and methodologies it uses without notice to Client. 


Hardware Failure​

Cloud Hosting Pakistan stands behind all equipment on our network. Faulty hardware is rare, but cannot be predicted nor avoided. Cloud Hosting Pakistan utilizes only name brand hardware of the highest quality and performance. Cloud Hosting Pakistan will replace all faulty hardware affecting performance levels of equipment within 6 hours, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within two hours of problem identification. Router failure is an exception to this SLA guarantee, and may require on-site Cisco™ engineers or backbone provider emergency personnel to correct the problem. Router failure is governed by current Cloud Hosting Pakistan contracts with Cisco™ and backbone providers in regard to the emergency repair service in case of such an issue. Cloud Hosting Pakistan will replace all faulty hardware on dedicated servers (rented or leased servers), at no charge to the Client, with an unlimited free replacement policy. This includes parts ordered as upgrades.


Credits

Credit requests must be made on the Cloud Hosting Pakistan web site, by emailing to cs@cloudhosting.com.pk. Each request in connection with network/server outages/downtime must be received by Cloud Hosting Pakistan within five days of the occurrence. The total amount credited to a Client for Cloud Hosting Pakistan not meeting SLA service levels will not exceed the service fees paid by Client Cloud Hosting Pakistan for such services for the period in question.Each validly requested credit will be applied to a Client invoice within 30 days after Cloud Hosting Pakistan receipt of such request. Credits are exclusive of any applicable taxes charged to Client or collected by Cloud Hosting Pakistan. Upon Client's request (in accordance with the procedure set forth below), Cloud Hosting Pakistan will issue a credit to Client for network/server outages/downtime occurring during any calendar month that are reported by Client to Cloud Hosting Pakistan and confirmed by Cloud Hosting Pakistan measurement reporting. Such credit will be equal to one MONTH's worth of service


Account Cancellations​

Your account can be cancelled ONLY by submitting secure service cancellation form. Other methods of cancellation are not valid. Once the form submitted account will be cancelled within 60 minutes or as per form submitted.


General

Cloud Hosting Pakistan reserves the right to change or modify this SLA to benefit the Client, and will post changes to location currently housing this SLA at time of modification, which will be made available to Client. Except as set forth in this SLA, Cloud Hosting Pakistan makes no claims regarding the availability or performance of the Cloud Hosting Pakistan network or servers. Specific terms/points of this SLA may be adjusted on a case by case basis by the specific Service Agreement signed/agreed by client. In case of difference terms/points in SLA and Service Agreement, the Service Agreement terms/points prevail over this general SLA policy. The Service Agreement signed/agreed by client, is above and beyond this SLA, and Service Agreement terms are in effect, including, but not limited to, limitations of liability.