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Service Level Agreement

This IKIhost Service Level Agreement (“SLA”) applies to all clients.

Scheduled Service Downtime is any IKIhost interruption of services for server or network maintenance. Clients will receive a 24 hour notice for regularly scheduled downtime.

IKIhost guarantee a 99.9% network uptime. If in any given month we fail to meet this guarantee, an IKIhost customer is eligible for a credit on their current hosting account. You must meet the below requirements in order to be eligible for an SLA credit:

  • Your account must be in good standing
  • You must submit a ticket through our Member Area
  • All requests must be submitted within 1 days of the reported downtime
  • All requests must contain a ticket # of the service interruption

SLA Credit will be generated as follows and they are based on your monthly renewal price:

# Uptime Guarantee SLA Credit
1 99.9% Guaranteed
2 89.0% 1%
3 88.0% 1%
4 87.0% 2%
6 86.0% 2%
6 75.0% 50%

IKIhost is not responsible for downtime related to the services listed below and we will not issues credits for the following:

  • Internal services such as MySQL, Apache, PHP, etc.
  • Scheduled downtime or planned maintenance
  • Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
  • ISP or local connection problems
  • Customer-controlled downtime