ROMARG ensures a universal quality commitment, hereinafter referred to as SLA, for all Contracted Services. By Contracted Services we mean the following: Web Hosting, Reseller Hosting, Virtual Servers, Dedicated Servers, Cloud Hosting. If we determine that in a given month, whether due to infrastructure problems or faulty hardware, we have failed to fulfill our quality guarantee of the Contracted Service, we will extend the contractual period by the period during which it was unavailable.
1. Different guarantee depending on the Service
Depending on the type of Contracted Service, the guarantee offered is different.
2. Web Hosting, Ecommerce, Business, Dedicated Servers and Cloud
For all Contracted Services falling into these categories we offer a guarantee of
100% Uptime
If the availability of the Contracted Service is affected by unannounced maintenance work or unscheduled downtime, we will extend the Contracted Service by one (1) day for each hour of downtime.
3. Reseller and VPS contracts
For all Contracted Services falling into this category we offer a guarantee of
99.9% Uptime
The first forty-five (45) minutes (equivalent to 0.1%) of service unavailability are not counted.
If the availability of the Contracted Service falls below 99.9% we will extend the validity of the Contracted Service by one (1) day for each hour of downtime.
4. Allocation of free period
The extension of the validity period of the Contracted Service shall be made only on the basis of a request submitted to the payment department no later than 10 days after the claimed incident.
5. Restrictions
The maximum extension period is one (1) month of free service. Downtime must be confirmed by one of our Support team.
6. Exceptions
Customer accounts will not be credited in accordance with this quality commitment if any error or malfunction of the website is caused or generated by:
- force majeure situations where we can have no influence such as:
- wars
- natural disasters
- unavailability/interruption of communications
- fire
- computer attacks: viruses, hackers, DDOS, Flood, SYN
- earthquakes
- embargoes
- actions by competent legal authorities
- maintenance works announced
- domain name system (DNS), problems that cannot be controlled by ROMARG
- internet network problems (outside our network) such as your internet provider or any other cause
- failure of a software offered by another source (free scripts, e-commerce software or online payment processor) to work correctly
7. Amendment
ROMARG reserves the right to modify the terms of this Quality Commitment. Any modification will be announced through our website.