HaiSoft is committed to a Service Level Agreement (SLA) for all customers who have subscribed to a Dedicated or Virtual server.
Our customer service agents and technicians are available to answer your questions and monitor our servers and infrastructure 24/7. Our sales or technical support can be reached:
By support ticket 7 days a week, 24 hours a day: Response within 2 hours during business hours (from 1000 to 1200 and from 1400 to 1700 CET).
By phone, on weekdays from Monday to Friday, from 1000 to 1200 and from 1400 to 1700 CET, a technician will take your call on average in less than 1'30" and help you by phone or launch an intervention which will then be followed up by a support ticket.
Via the emergency line available 24/7 (number provided to virtual & dedicated server customers in the client area); any call to this number is charged at €10 excl. VAT per call.
We guarantee the reachability of your server on the Internet via our network.
The uptime is more than 99.95%. If this should not be the case, HaiSoft would be required to pay penalties corresponding to one day of hosting per hour of unavailability, i.e. a penalty equal to 3.3% of your monthly subscription or 0.27% of your annual subscription per 60 minutes of network unavailability. This penalty may not exceed 50% of the amount of the monthly subscription or 1/24 of the amount of the annual subscription, per calendar month.
Our technicians constantly monitor the servers that we make available to you. A check of the main services is carried out by default every 5 to 15 minutes, and if an anomaly is detected, a technician begins an intervention within the following hour (or more quickly depending on availability).
Other services can also be monitored, free of charge upon simple request by a Support Ticket.
All our hardware is tested and verified before going online. However, if a hardware problem should occur, HaiSoft will replace all parts or the entire machine free of charge to provide you with reliable service. All parts are in stock in our workshops and an intervention is planned or carried out immediately once the failure is detected. The duration of the intervention depends on the hardware to be replaced. It can vary from a few minutes for a RAM or power supply replacement to a few hours for hard drives.
HaiSoft's liability in the event of hardware failure is only related to the replacement of defective parts. This is why we recommend that all our customers set up a data backup with the backup tool provided, and off-site, which ensures that the data is preserved even in the event of a hard drive failure. Unlike other suppliers, we strive to preserve data, as far as possible, if a hard drive were to cause problems, however this is not a guarantee.
HaiSoft performs any replacement of parts within 4 hours following the detection of the problem (following monitoring or reading a request by Support Ticket).
Server Management, for our dedicated and virtual servers is included in the rental. This includes the network connection guarantee above, the monitoring of your servers by our technicians, and the hardware guarantee. In addition, we perform the following operations free of charge on your server, upon simple request from you:
Installation of RPM packages and their basic configuration
Update of server components (PHP, mySQL, Apache, Plesk, PERL, ...) depending on the availability of RPM versions
We can also perform other operations, including the installation of software that needs building on the machine, however this service is charged separately, a quote must therefore be made before we can set it up. For more information, you can also check our server management page..
HaiSoft does not perform regular backups of customer data or server data outside of the Backup option subscription. Regardless of the customer's choice of backup option, HaiSoft cannot be held responsible for the loss of data beyond the server being brought back online in the delivery state (OS installed, without restoration of customer data). It is therefore up to the customer to ensure that the data placed on HaiSoft servers is subject to an external backup performed by the customer in order to be able to restore them if necessary locally or on the server.
HaiSoft provides a service that includes the transportation of emails, by your server. This service and its maintenance, is provided within the service related to the server (server management).
From time to time, some remote mail servers may block incoming messages or tag them as spam, according to criteria that are not known to HaiSoft, and that are different depending on the remote server. Therefore, HaiSoft cannot assure the server user that emails are accepted everywhere and at all times. It is the user's responsibility to ensure that emails that transit through the server are correctly constructed and use the correct email standards so as not to be blocked by the recipient's mail server. For this purpose, HaiSoft can help the customer configure the server as part of the server management service, but cannot be held responsible for issues related to emails sent through this server.
