Service Level Agreement
Uptime
Uptime is calculated monthly and is determined by M & D Web Host. Our 99.5% uptime guarantee applies to downtime with the following exceptions:
- Scheduled or unscheduled maintenance.
- Hardware failure (hardware may occasionally fail, it can't be prevented).
- Software bugs/flaws (Exploits or bugs that cause security issues or downtime)
- Disasters or extreme conditions - floods, fires, power outages, major hacker attacks, or any other circumstances not controlled by M & D Web Host.
- Backbone outages (ie wire cut takes out internet for half of U.S.)
- DNS issues not within direct control of M & D Web Host.
- Failure of M & D Web Host monitoring or measurement system.
- Any client's actions which do not meet the Terms of Service.
For downtime outside of these exceptions, credit will be given for percent of time down on a one by one basis. Credits will not be given for less than $1.
Outages
An "outage" is defined as an instance in which Client is unable to transmit and receive IP packets due to a M & D Web Host service failure for more than 15 consecutive minutes, excluding service failures relating to M & D Web Host scheduled maintenance and upgrades.
Backups
The customer is ultimately responsible for backing up their own data stored on the server. In case of data loss on the server, M & D Web Host will attempt to restore as much as possible, however M & D Web Host is in no way responsible for loss of data on the server. cPanel provides ways to backup most everything in your account.
Maintenance
If server maintenance causing downtime is required, will will try to give at least 24 hours notice by email prior to maintenance downtime. If notification can not be made before the downtime, it will be made after.
Credits
Credit requests for downtime must be made by contacting M & D Web Host by email within 5 days after the end of the month for which the credit is requested. After the Client's request is received and approved, the partial refund will be made within 30 days.
Account Cancellations
Account cancellations must be sent by email or support ticket and must include your plan username, password, email address and reason for cancellation.
Modification of Service Level Agreement
This service level agreement may be modified as seen fit by M & D Web Host. For any major change (determined by M & D Web Host), an email explaining these changes will be sent to all customers.
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