Evazonline Service Level Agreement
Evazonline values our Customers and wish to provide them with a positive experience. To offer you the best service possible, we deliver following levels of service to ensure maximum performance and uptime.
As some hosting companies SLAs cover only Network Uptime (that means there is no commitment if Network is up yet your server is down everyday of the month), which is unrealistic. Our SLA provides commitments in Server Uptime.
Evazonline guarantees that the server will be available 99.9% of the time in a given month (no more than 43.2 minutes downtime per month), excluding scheduled maintenance. After 43.2 minutes, Evazonline will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee). Server downtime exists when a particular customer is unable to transmit and receive data via HTTP service, FTP service, Email service, PING service and Evazonline records such failure in the Evazonline support ticket system. Server downtime is measured from the time the support request email is initiated by a customer to the time the server is once again able to transmit and receive data. Scheduled maintenance includes but not limited to a 2 hours full server backup window every week in order for Evazonline to backup a server entirely.