Service Level Agreement

Overview

Carbon Host is dedicated to providing all services to our clients with a target of 100% uptime at an efficient and professional level. This Service Level Agreement (SLA) applies to all shared hosting clients.

Service Availability

Service Downtime Definition

Service Downtime is defined as any unplanned interruption in Service Availability during which the Client is unable to access their services, provided the interruption is determined to have been caused by a problem in Carbon Host's immediate services and/or network segment, as confirmed by our team.

Measurement

Downtime is measured as the total length of time of any unplanned interruption in Service Availability during a calendar month. The Client agrees that measurements via our internal support team will establish the necessary support and level of services required.

Service Credits

Eligibility

Service level agreement credits are applicable after a service has been unreachable for more than 15 consecutive minutes.

Credit Structure

For each hour of consecutive downtime after the initial 15 minutes, the client will be credited 1% of the affected services' monthly bill, up to 100% of the value of the service.

Claiming Credits

To claim SLA Credit, please email [email protected] with details of your service interruption.

Exclusions

Service Level Agreement credits and refunds will not be applicable in the following events:

Natural Events

Acts of God, including but not limited to extreme weather at data centers and any other means defined by legislation.

Security Events

Any unlawful activities against the client and/or caused by the client, such as:

• DDoS attacks
• Server illegal activities
• Account terminations due to Terms of Service violations

Client-Side Issues

• Internet unavailability due to client issues
• Interruptions not caused by Carbon Host
• Exceeding resources allocated by the Client's plan

Other Exclusions

• Scheduled maintenance windows
• Emergency maintenance
• If Carbon Host determines the SLA claim to be fraudulent

Limitations

Carbon Host is not responsible for any unplanned outages due to third-party software/hardware failure. We reserve the right to modify this SLA at any time, with notice provided to our clients through our standard communication channels.

Claims Process

1. Claims must be submitted within 7 days of the incident
2. Claims must include:
   • Account information
   • Time and date of the incident
   • Description of the service interruption
   • Any relevant documentation or logs

Contact

For any questions about this SLA or to submit a claim, please email [email protected].