Service Level Agreement

1.100% Network Uptime Guarantee

Liveinhost guarantees network availability for our public Internet network to be 100%. In the event that our network operates below 100% uptime in a given month, Liveinhost will refund 5% of the customer’s monthly service fees for those servers affected, for each 30 minutes of network downtime experienced up to 100% of the monthly service fees for those servers affected.

2.Order Fulfillment Guarantee

Liveinhost guarantees product/service’s arrival under 2 business days (excluding Saturday, Sunday and Public Holiday) after completing invoice payment. In the event that the order is not delivered on time, Liveinhost will proactively inform the delay and new delivery estimation time to the customer. If the customers are unwilling to wait for the delayed order, the customer will be fully refunded and the respective order will be cancelled accordingly.

3.Terms

All SLA claims must be filed by opening a helpdesk ticket to Sales/Support Department through our client portal within 7 days of the incident. The helpdesk ticket must include all relevant information including server name, IP address, full description of the incident and any logs (if applicable). All SLA credits will be issued as service credits against future invoices.