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Net Locations Takes Your Website as Seriously as You Do

While it's true that even the most advanced hosting systems will experience some downtime, at Net Locations we are committed to keeping your Website online and available at all times. We have made every effort to provide the best equipment and service to meet that goal. This SLA covers our VHS Multi-Platform (High Availability and Failover), our cPanel Failover, CloudLinux cPanel, MS-Exchange High Availability and our HSphere High Availability Hosting Plans.

Our No Overselling Guarantee

Overselling refers to the selling of resources that surpass the physical capacity of the server itself. This is a widely used marketing ploy designed to lure unsuspecting and unknowledgeable customers into believing they are getting "the deal of the century; in reality the exact opposite is what they are getting.

Let's look at this a little closer. It is now a widespread practice for hosting companies to offer plans with 30 GB or more server space and endless amounts of data transfer (let's assume 2000 GB for this example) at prices less than $6 monthly.

Let's assume that the server is a very powerful dedicated machine with a 2 TB hard drive and a 1000 MBPS ethernet to the main pipe and 10TB of allocated bandwidth. The cost of such a server including server support, customer support, security patching and more would be in the range of $1000 monthly. At $6 a month per hosting account it would take 170 accounts just to break even - never mind making a reasonable profit - and how do you stay in business if you're not profitable. So they sell 300 or more accounts and cross their fingers behind their backs hoping and praying the server stays up and running.

In the scenario above the server is oversold by 35 times its capacity. The fact is that most websites don't go beyond using more than 800-900 MB of server space and 3-4 GB of data transfer and that's what the hosting companies that oversell bank on. The likely result is a very slow server in busy times and one that certainly will have great difficulty maintaining acceptable uptimes.

At Net Locations we provide hosting performance by not overselling our services and on most of our plans by providing on-demand bandwidth when you need it during seasonal peaks or other events that require additional processing power. The majority of our hosted customers do well with the services alloted to them by their particular plan and those that need more don't mind paying the few extra dollars to make sure their sites are on line when they need to be. As such we are confident that this SLA will meet your requirements.

Network Guarantee
  1. Net Locations guarantees that the networks will be available 100% of the time in any given month. This is based on historical data since 1997 and the state-of-the-art facilities of our providers and partners. From 1997 through May of 2011 we have maintained an average network uptime of 99.99%. This includes scheduled maintenance which on some networks may result in limited downtime.
  2. Net Locations will provide you with a 5% rebate of your total service fee for each hour of unscheduled downtime. You will receive up to 30% refund and should the downtime exceed 6 hours, you will receive a 100% refund of your monthly services fee.
  3. Network uptime includes functioning of all network infrastructure including routers, switches and cabling, and operating software installed by us that were part of any server prior to your site's existence on the server or system. It does no include any third party software as installed by Fantastico, Softaculous Script Installer or any applications/software installed by you.
  4. Network downtime exists when a particular customer is unable to transmit and receive data and Net Locations records such failure on its site. Network downtime is measured from the time a Net Locations customer opens support ticket or otherwise notifies us that they are unable to transmit and receive data to the time the problem is resolved and the server, cloud or grid is powered back on.
Infrastructure
  1. Net Locations guarantees that the critical infrastructure systems, including power and HVAC, will be available 100% of the time in a given month, excluding scheduled maintenance.
  2. Net Locations will provide you with a 5% rebate of your total service fee for each hour of unscheduled downtime. You will receive up to 30% refund and should the downtime exceed 6 hours, you will receive a 100% refund of your monthly services fee.
  3. Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling.
  4. Infrastructure downtime exists when a particular server, cloud or grid is shut down due to power or heat problems and Net Locations records such failure on its site. Infrastructure downtime is measured from the a Net Locations customer opens support ticket or otherwise notifies us that they are unable to transmit and receive data to the time the problem is resolved and the server, cloud or grid is powered back on.
Hardware
  1. Net Locations guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once Net Locations identifies the cause of the problem. Hardware replacement is guaranteed to be complete within one-four hour of problem identification depending on the data center.
  2. In the event that it takes us more than one-four hour to replace faulty hardware, Net Locations will refund up to 5% of your total service fee for every hour of downtime beyond 4 hours to a maximum of 100%.
  3. Hardware replacement will begin once Net Locations identifies the cause of the problem.
  4. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications.
Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency caused by or associated with:

  1. Circumstances beyond Net Locations reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts).
  2. Attacks by viruses or hackers, including Distributed Denial of Service (DDoS) attacks against Net Locations network or those of our partners.
  3. Scheduled maintenance and system upgrades.
  4. Any DNS or Domain Registry issues outside the direct control of Net Locations including DNS and Registry propagation issues and expiration.
  5. Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, .NET etc), software administration by the customer, any negligence, willful misconduct, or use of the customer's account in breach of Net Locations Acceptable Use Policy and Terms of Service.
  6. Issues with 3rd party email systems, including refusal or rejection of email by 3rd party mail systems.
  7. False SLA breaches reported as a result of outages or errors of any Net Locations measurement system.
  8. Outages elsewhere on the Internet that hinder access to your account. Net Locations is not responsible for browser, DNS, or other caching that may make your web site or email appear inaccessible when others can still access it. Net Locations will guarantee only those areas of the Internet considered under the control of Net Locations.
Requesting a Credit

In order to receive a credit, you must make a request for credit by filing a request for credit using our contact form. Each request in connection with this SLA must include the dates and times of the unavailability of your Services, a description of the perceived problem, and must be received by Net Locations within five (5) business days after customer's Services were not available. If the unavailability is confirmed by Net Locations, credits will be applied within 30 days of receipt of your credit request.

Notwithstanding anything to the contrary herein, the total amount credited to you in a particular month under this SLA shall not exceed the total hosting fees paid by you for said month for the affected services.

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