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You are here: Home » Terms Of Service » Service Level Agreement

Service Level Agreement (SLA)

99.9% Uptime Guarantee

NapFish Internet Solutions (6364501 Canada Inc) provides clients with a 99.9% uptime guarantee. This certifies that NapFish Internet Solutions’ public Internet network will be available 99.9% of the time. If the network is not available according to the uptime guarantee within a given month, NapFish Internet Solutions will refund 5% of your service fees for every 30 minutes that the network is down up to 100% of fees.

Replacement Guarantee (Hardware 2 Hours)

NapFish Internet Solutions (6364501 Canada Inc) certifies that any failed hardware components on our server will be replaced within 2 hours of the problem being identified. If the hardware replacement takes longer than 2 hours from the time that the problem is identified and impedes your service, NapFish Internet Solutions (6364501 Canada Inc) will refund 5% of service fees to affected clients for each additional hour of downtime up to 100% of fees.

Terms

SLA claims must be made by opening a support ticket in our client portal within 7 days. The support ticket must include all relevant information including, account name, description of the incident, and the IP address. Any applicable SLA credits will be issued against future invoices.

The network downtime is measured based on when the network become unreachable to the time when service is restored. Scheduled downtime for maintenance and updates is not part of the downtime calculation. The uptime guarantee does not apply to any scheduled downtime. The Hardware Replacement Guarantee is not applicable if replacing a failed disk drive that is in RAID as long as the other RAID disk(s) are functioning properly. In addition, the guarantee is not applicable to any time that is required to rebuild a RAID disk array or time that is required to restore or reload software or data to the server.
SLA guarantees do not apply to clients currently in arrears, clients participating in malicious or aggressive activities thereby causing attacks or counterattacks, or clients violating the AUP.