Service Level Agreement

An important part of choosing your hosting provider is the level of service that you receive from your chosen company.

The lowest price is not always the best if it means sacrificing speed of bandwidth, quick reboots and support staff who know what they are talking about.

At WebProVPS we pride ourselves on the highest levels of quality and customer service, to give our customers peace of mind we have a guaranteed Service Level Agreement (SLA).

The two major points of our Service Level Agreement are: 99.9% Connectivity and Network Uptime

We guarantee that our connectivity will be available at least 99.9% of the time (even though we are normally available 100% of the time).

WebProVPS availability guarantee ensures Internet connectivity is provided to WebProVPS customers 99.9% of the time and, as set forth below, WebProVPS will credit Customer's account if WebProVPS fails to meet this Network Uptime Guarantee during any given calendar month. At Customer's request, WebProVPS will calculate Customer's "Network Unavailability" in a calendar month. "Network Unavailability" consists of the number of minutes that the WebProVPS Network was not available to the customer, but will not include unavailability which Customer fails to report to WebProVPS within seven days, or any unavailability resulting from

Many companies offer this but not many have gone to the extent of having a fully redundant gigabit switched network, many separate backbone providers, redundant routers and fibre coming in at multiple points to the building.

Every customer benefits from the following SLA guidelines: Data Transmission SLA details including latency

99.9% SLA Uptime
> 0.01% packet loss

Should our network performance (packet loss and/or latency) fall below the above mentioned specifications credit up to 5% of the monthly total will be awarded.
As mentioned, our SLA base level is 99.9% uptime. Should the network fall below this level for any reason we will offer the following credits:

99.9% to 100% = 0% monthly credit
98% to 99.8% = 5% monthly credit
95% to 97.9% = 20% monthly credit
90% to 94.9% = 30% monthly credit
85.0% to 89.9% = 40% monthly credit
80% to 84.9% = 50% monthly credit
79.9% or below = 100% monthly credit

In order for you to receive a credit, you must request such credit within seven (7) days after you experienced the incident of web site unavailability. You must request credit by sending an electronic mail message to accounts@web-project.co.uk or open e-ticket. Please be sure to include the address of the affected web site, the dates and times of its unavailability, and your personal information as on WebProVPS records. Credits will be granted within twenty four (24) hours of your credit request if WebProVPS confirms the unavailability. No credit will be given if WebProVPS cannot confirm the unavailability of the website in question.

IP addresses

You acknowledge that you have no right, title or interest in the IP address allocated to you, and that any IP address allocated to you is allocated as part of the services and is not portable or otherwise transferable by you in any manner whatsoever. If an IP address is renumbered or reallocated by the Supplier, the Supplier shall use his reasonable endeavours to avoid any disruption to you.

You agree that you will have no right, title or interest to the IP address upon termination of this agreement, and that the acquisition by you of a new IP address for your Website following termination of this agreement shall be your exclusive responsibility.

Backups

The WebProVPS does not guarantee backup any websites unless otherwise stated. It is down to you to backup your information and accordingly the WebProVPS does not accept any liability for any of your data whether being lost due to your failure to backup your information.

Bandwidth Guarantee

The WebProVPS will provide data traffic totalling the amount agreed to during your signup process. You will have the ability to halt traffic after reaching this level, or continue and pay a fee for each unit of bandwidth above and beyond the standard amount. The standard amount of bandwidth you are allotted (which is allotted in both upstream and downstream directions) is made specifically clear to you during signup, as is the unit that that bandwidth is measured in, as is the per unit cost of extra bandwidth.

Many providers oversell their bandwidth, this means that if all their customers started to use more bandwidth then they would not have the capacity to handle this and as a result your servers would be very difficult and slow to access. At WebProVPS we guarantee that we have a 1:1 contention ratio on bandwidth. This means that we will always have enough bandwidth to service every single customer at their full capacity.

There are no hidden charges

The price you see is the price you pay. With WebProVPS there are no hidden charges.

There are no transfer or release fees

We will not charge you to move your domain(s) away from our service should you require to do so. You are not "stuck" in a contract with us and can leave with your domain name at any time.

Ownership

You are the registered legal owner of the domains you buy - not us. This means that you have ultimate control over your domain names and the domain names are yours to use as you wish.

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