Uptime Service Level Agreement

HostSailor’s SLA is only valid for registered companies. Private customers must request adherence to SLA upon ordering of HostSailor’s services. This SLA extends to direct clients only. HostSailor is not liable for downtime caused by a reseller of its services. All credits will be applied to future billing cycles and are non-transferable in any way. Customer accounts that are not in good standing or have not been in good standing within a 12-month period prior to the outage are not eligible for SLA credits. Customers who are in violation of TOS are not eligible for SLA credits.

Customers must make requests with HostSailor’s customer service department. All claims must be made within seven (7) days of the network downtime. SLA credits can take up to two business weeks to authorize and be posted to the customer’s account. These credits can only be claimed by the authorized customer; all other claims will be denied. SLA credits cannot be stacked.

This SLA does not cover operating system reloads, hardware of the server, any form of hardware reconfiguration, any failure outside of the network itself (including bandwidth carrier outages), failures caused by attacks toward customer service, or scheduled maintenance of HostSailor’s network. Additionally, uncontrollable events, including but not limited to weather, natural disasters, war, and other events outside of the control of HostSailor, are not eligible for SLA credits.

The HostSailor SLA is subject to change or revision without notice.