Service Level Agreement (SLA)  

for Unmanaged Clients

This SLA covers clients who have our standard or cloud vps hosting:

Cloud VPS Hosting:
http://www.romarg.com/cloud-vps-hosting.html

We guaranteed that the our network, data centre HVAC, and power will be functioning 99.99% of the time on any given month, excluding for the following:

  • Scheduled maintenance windows and emergency maintenance windows
  • Server shutdown due to account suspension.
  • Factors outside our control, such as force major events, failure of our upstream providers or your ISP.
  • Software running within your virtual servers.
  • Actions of third parties, such as server compromises, denial of service attacks and viruses.
  • Violations of our AUP.
  • User activity errors.
  • If we fail to meet the guaranteed state above you will be eligible for a credit based on the following criteria:

For each hour after you notified support of your downtime, your account will be credited for 5% of you monthly billing total, up to 100% your total bill.

for Managed Clients

This SLA covers clients who have signup standand or cloud hosting packages:

Cloud Hosting:
http://www.romarg.com/cloud-web-hosting.html
Cloud Reseller Hosting:
http://www.romarg.com/cloud-reseller-hosting.html

We guaranteed that the our network, data centre HVAC, and power will be functioning 99.99% of the time on any given month, excluding for the following:

  • Scheduled maintenance windows, announced 24 hours in advanced.
  • Migrations scheduled 1 week in advanced and lasting up to 6 hours.
  • Server shutdown due to account suspension.
  • Factors outside our control, such as force major events, failure of our upstream providers or your ISP.
  • Software running within your virtual servers.
  • Actions of third parties, such as server compromises, denial of service attacks and viruses.
  • Violations of our AUP.
  • User activity errors.
  • If we fail to meet the guaranteed state above you will be eligible for a credit based on the following criteria:

For each hour after you notified support of your downtime, your account will be credited for 10% of you monthly billing total, up to 100% your total bill.

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