Service Level Agreement
This Service Level Agreement (SLA) outlines the expectations, responsibilities, and guarantees between Symbionetwork LLC (the "Company") and its clients and is included as part of the contract (Terms of Service, Privacy Policy, and the Service Level Agreement) between the Company and the clients.
Shared Hosting
Symbionetwork LLC promises 99.9% uptime of the host servers and network that facilitate our Shared Hosting products and services. This uptime applies to the host server and any services running on the host server that are necessary to facilitate your use of the service. Clients are responsible for their own content, installation of certain services, and administration of their web presence, so this SLA does not cover any downtime as a result of the client's configuration or actions that are available to them.
| Uptime Commitment | SLA Account Credit |
| 99.9%+ | N/A |
| 98% - 99.8% | 5% Credit on Affected Service(s) |
| 97% - 97.9% | 10% Credit on Affected Service(s) |
| 96% - 96.9% | 15% Credit on Affected Service(s) |
| 95.9% or below | 25% Credit on Affected Service(s) |
Virtual Private Servers
Symbionetwork LLC promises 99.9% uptime of the host servers and network that facilitate our Virtual Private server products and services. This uptime applies to the host server and any services running on the host server that are necessary to facilitate your use of the service. Virtual Private Servers are unmanaged, so this SLA does not cover any downtime as a result of the client's configuration or actions that are available to them. This SLA only ensures that the host servers and network will be online and functional.
| Uptime Commitment | SLA Account Credit |
| 99.9%+ | N/A |
| 98% - 99.8% | 5% Credit on Affected Service(s) |
| 97% - 97.9% | 10% Credit on Affected Service(s) |
| 96% - 96.9% | 15% Credit on Affected Service(s) |
| 95.9% or below | 25% Credit on Affected Service(s) |
Dedicated Servers
Symbionetwork LLC promises 99.9% uptime of the servers and network that facilitate our dedicated server products and services. This uptime applies to the power and networks that are necessary to facilitate your use of the service. Dedicated servers are unmanaged, so this SLA does not cover any downtime as a result of the client's configuration or actions that are available to them, including operating system issues, downtime as a result of BIOS configurations, etc. This SLA only ensures that the power and network will be online and functional.
| Uptime Commitment | SLA Account Credit |
| 99.9%+ | N/A |
| 98% - 99.8% | 5% Credit on Affected Service(s) |
| 97% - 97.9% | 10% Credit on Affected Service(s) |
| 96% - 96.9% | 15% Credit on Affected Service(s) |
| 95.9% or below | 25% Credit on Affected Service(s) |
Colocation
Symbionetwork LLC does not currently offer Colocation as a service on our website. Custom orders may be accommodated and the Service Level Agreement applying to custom orders will be provided at the time of purchase.
Claiming SLA Account Credit
If an incident occurs that triggers this SLA, clients may claim their credit by opening a ticket in their Client Panel or by emailing [email protected]. Account credits will be applied for use on future billing cycles for any service. Account credits are calculated based on the monthly rate of any billing cycle. Any billing cycles that are longer than one month will be calculated by using a prorated rate for that month in the billing cycle. It is the client's responsibility to notify the Company if an incident occurs that triggers the SLA.
