Service Level Agreement

Last updated on October 14th, 2018

Coverage of SLA

    Shared & Reseller Hosting

    CSpace Web Solutions Private Limited guarantees that your website and services that directly affect its display to the Internet (such as HTTP or MySQL) will be accessible 99.9% of the time in any given calendar month.
    If we fail to meet our Uptime Guarantee, you will be issued a credit equivalent to one (1) day of service per sixty (60) minutes downtime. The first 60 minutes (or 0.1%) of downtime per month are not counted towards any credit and the maximum credit available is one (1) month of service.

    VPS, & Dedicated Servers

    CSpace Web Solutions Private Limited cannot guarantee 99.9% server uptime, but we can guarantee 99.9% network uptime in any given calendar month, for all VPS, Cloud Servers and Dedicated Servers.
    If we fail to meet our Uptime Guarantee, you will be issued a credit equivalent to one (1) day of service per sixty (60) minutes downtime. The first 60 minutes (or 0.1%) of downtime per month are not counted towards any credit and the maximum credit available is one (1) month of service.

Availability and Uptime

Our services are 24 hours, and 7 days a week available online. During the duration of this agreement we will ensure that the availability of our network and power facilities in our server rooms will be 99,9%. The time of the failure and the time to solve the failure determine the eventual uptime guarantee of the availability. The availability will be measured monthly.

Discounts when the guaranteed uptime is not achieved
Downtime in min Credit
99.9% Guaranteed
99.8% 10%
99.7% 20%
99.6% 30%
99.5% 40%
Less than 99.4% Entire Amount of the Monthly Payment will be credited
Within office hours

Exclusions from SLA Guarantee:

“CSpace Web Solutions Private Limited” is not responsible for outages that are beyond the control of “CSpace Web Solutions Private Limited/CSpace Hostings”. SLA accountability shall exclude periods when network outages originates from, or is indirectly caused/affected by:

  • Negligence of the Client including, but not limited to, inaccurate installations, configurations of software, abuse of the network, abuse of hardware, or over utilization of resources.
  • Factors outside of “CSpace Web Solutions Private Limited” direct control such as routing or other faults caused by intermediary or external networks.
  • Client is abusing his/her service or is in the unfortunate position to be causing alterations to the overall quality of service of the “CSpace Web Solutions Private Limited” network, “CSpace Web Solutions Private Limited” reserves the right to suspend services of aforementioned client. Network outages of this type shall not be allowed compensation under this SLA. Client will be re-connected to “CSpace Web Solutions Private Limited” network upon our acknowledgement that reconnection will not detriment the QoS of “CSpace Web Solutions Private Limited” network.
  • Network Outage caused by Denial of Service (DDoS) Attacks and/or other unlawful activity. We do not provide DDoS friendly hosting and do not provide haven to sites which are considered 'DDoS magnets.'
  • Scheduled Network/Hardware Maintenance represents a necessary downtime in order to upgrade, update, and improve our network infrastructure. Scheduled maintenances causing downtimes are not allowed compensation under this SLA.
  • Hardware failure, third-party software failure, issues with customer ISP, firewall blocks/bans, or any other circumstance beyond our reasonable control.

Services and Response Time SLA

  • We guarantee a response time of 8 hours on all Support and Sales tickets.
  • All our services are monitored 24×7 hours a day with automated check tools. Should the customers be subscribed to Managed Server Plans with Pro-active Monitoring these tools will send automated emails to the customer.
  • Incase of any failures during office hours (Monday to Friday 09:00-18:00 [GMT+01:00 Amsterdam]) you can contact us by sending us an Support Ticket or Skype or Live Chat. In case of failures outside office hours you can send us an Support Ticket.

How to claim SLA credit

Claiming compensation for network downtime at “CSpace Web Solutions Private Limited” requires that the client must open a ticket at Billing Department requesting SLA compensation within five days of the purported outage. The ticket will be investigated by administration and the outage will be cross checked against our corporate monitoring system. SLA payments are issued as credit notes to be used against future invoices with a maximum processing time of thirty (30) days. Please include a full description of the purported outage including the following client details, hosting plan, IP address, logs if applicable.