To ensure that customers are provided a service level consistent with the high expectations of both Dreamnix.com and our customers, we have the following Service Level Agreement (SLA) covering service interruptions related to network, power, and hardware.
Dreamnix.com will provide all hosting client a 99.9% uptime guarantee.
SLA credits will be awarded as follows:
- We credit 1 month of free hosting service for every 1 hour of downtime.
- SLA credits shall not exceed the remining months of hosting service left in your account.
Credits are awarded on a per service basis, meaning each billing service is considered a unique SLA credit and awarded accordingly. The service interruption accrued by an individual server is considered independent of that accrued by another server and, as such, credited independent of any other interrupted services.
No account credit shall be issued until an SLA credit request is made by the client. All requests for credits must be made within five days of the incident and after the incident is completed or no further service interruption is expected due to the incident. All requests for credits must be made by submitting a billing ticket.
No part of this agreement covers service interruption that is caused by one or more devices on our network being the target or source of a DoS, DDoS, or other form of malicious attack.
No part of this agreement covers outages or other service interruption that is caused by scheduled or emergency network and systems maintenance.
Billing related service interruptions are not eligible unless they are a result of human error by a representative of Dreamnix.com. Services experiencing billing related downtime as a result of the action or inaction of an automated system (such as a PayPal subscription) are ineligible for SLA credits.
Service interruptions that are caused by the misconfiguration or mismanagement of the customer (e.g. an incorrect network configuration on the device) are not eligible.
Any downtime cause by coding error of the customer are not eligible.