SLA - Service Level Agreement
This SLA applies to any Dedicated Server or Virtual Machine provided by HaiSoft, and describes the services
provided with the server.
This SLA does not apply to VPS or Shared Hosting (Perso, Pro, MEGA or Multi-domain packages).
Customer Relations
Our Customer Service staff and our technicians are available to answer any questions relating to your server, and
monitor our servers and networks, 7 days a week, 24 hours a day. In order to contact one of our technicians, or
our CS staff, you can do one of the following :
- create a Support Ticket in the Member's Area, 7 days a week, 24 hours a day. Our staff will answer your questions
depending on the priority chosen when you create the ticket. Our staff read those tickets usually between 8am and
10pm and can answer within a few minutes if necessary.
- call us on the phone, during the week between 8.30am and 11.30am, and between 1pm and 5pm. Our staff will pick-up
the phone within 1'30" and will be able to assist you on the phone or via the opening of a Support Ticket.
Network Connection
HaiSoft provides a connection to the Internet from our Datacenters. We use our own IP addresses and manage that part
of the Network. We guarantee 99.95% availability of the network. If this is not achieved and your server is not
reachable because of a network outage for more than 1 hour, we will give you a credit worth 1 day, per hour where
your server is unavailable. That is 3.3% of your monthly payment or 0.27% of your annual payment per 60-min period.
This credit will not exceed 50% of your monthly payment or 1/24 of your annual payment in any given month.
Server Monitoring
Our staff monitor the servers and the network at all times. Regarding the monitoring of your server, we monitor both
network availability and services every 5 minutes, that includes Web access and DNS servers. If anything wrong is detected,
our techniciens will check the server or the service within one hour depending on the time of day/night.
We can also monitor other services than Web and DNS, at no extra cost, upon request by a Support Ticket to a technician.
Hardware Warranty
We test the hardware we use before we install and deliver the servers. However, if a hardware fails, we will replace all
hardware, including replacing the whole server if necessary, at no extra charge, in order to make sure your server is
available and fully functional. We have all required spare parts available within the Datacenters and can replace any part
of the server within a few minutes.
If a replacement is needed and critical (the server is down due to this part), we will replace it as soon as possible,
usually within the hour.
If the replacement is not critical and can wait (the server is still up and running), we will contact you first and arrange
a date and time for the replacement to be performed by our staff.
HaiSoft is committed to replace any failing hardware part within your server, however this does not include a backup of your
data. We will do our best to make sure we do not loose your data, however we recommend you always have a backup of your data
in a different place. We also provide R1Soft Backups in order to keep a backup of your data over several days.
In case of a hardware failure, HaiSoft will replace any part within 4 hours following a notification from our monitoring system
or following a Support Ticket.
Server Management
The Server Management of your Dedicated Server and Virtual Machine is included within our services.
This includes the details listed above, as well as the following, upon reception of a request via our Support Ticket system :
- installation of any RPM package and basic setup
- upgrade of any package (PHP, mySQL, Apache, Plesk, PERL, ...) if a new RPM package is available
We can also provide installation of packages that are not available in RPM format, compile new packages for your server, however
those services are available at an extra charge depending on the service provided. Please contact our technicians for more information.
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