Service Level Agreement


This SLA may be amended at any time by VicoloHost.

VicoloHost Network is defined as the equipment, software, and facilities within the VicoloHost network segment, including VicoloHost contracted ISP services to which the VicoloHost network segment is connected and collectively utilized by VicoloHost to provide dedicated and co-location services.

We provide 99% uptime or else it will affect our business. Our servers hardware is the latest and we have dedicated staff for monitoring and hence we can and we provide 99% uptime guarantee. Your website needs to be accessible for the visitors in order to generate sales. For this reason VicoloHost offers 99% uptime guarantee. It means that your website will be up and running at least 99% of the time during any 12-month period. This guarantee includes network uptime, server uptime, web server and service uptime.

Service Availability is the total time in a calendar month that the VicoloHost is available through the Internet, provided that Client has established connectivity. VicoloHost takes responsibility for the Service Availability within its immediate network segment, and cannot be held liable for problems directly related to an upstream bandwidth provider. The VicoloHost Network will be available to clients free of Network Outages for 99% of the time.

Service Downtime is any unplanned interruption in Service Availability during which the Client is unable to access the services as described in preceding section, provided the interruption is determined to have been caused by a problem in the immediate VicoloHost network segment as confirmed by VicoloHost. Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. VicoloHost is not responsible for any unplanned outages due to third-party software failure are the direct responsibility of the software publisher and not of VicoloHost.

Scheduled Service Downtime is any VicoloHost interruption of Hosting Services. Scheduled Service Downtime occurs during a VicoloHost server maintenance window, which occurs in conjunction with a 24 hour notice to the Client via electronic communication.

Performance Credit occurs when 99% uptime is not met. VicoloHost will give the customer 1 month of free service
if we fail to meet this uptime.

Monitoring Service is the service VicoloHost provides in order to analyze availability of HTTP based services and applications through its third party monitoring system.

Service Downtime Performance Credit

In the event of Service Downtime in which monthly Service Availability is less than 99%, Client will receive a Performance Credit as described above.

Service Exclusions

This SLA does not cover Service Downtime caused by problems in the following:

۰ Client's local area network
۰ Client-provided Internet connectivity or end-user software
۰ Entities inside Client's internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment

Service Downtime Exclusions

The following are excluded from the monthly calculation of Service Availability:

۰ Any utilized Scheduled Service Downtime
۰ Any problems beyond the immediate VicoloHost network segment
۰ Any interruptions, delays or failures caused by Client or Client's employees, agents, or subcontractors, such as, but not limited to, the following:

۰ Inaccurate configuration
۰ Non-compliant use of any software installed on the server
۰ Client initiated server over-utilization
۰ Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits