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Service level agreement on the Host4Biz platform

The priority of Host4Biz sp. z o.o. is to provide services of the highest quality, so the company has put in place guarantees covering the operation of its hosting services and the support that goes with them. The purpose of this document is to define quality standards, response times to reported failures and the compensation due if the conditions below are not met. This Service Level Agreement (SLA) expresses our accountability and our commitment to discharging the tasks entrusted to us, and the trust placed in us, as well as we can.

I. Definitions

Operator — the provider of internet services whose details are given in the Agreement or on the web pages carrying the offer of hosting services, and the publisher of the SLA Document.
Client — a natural person, a legal person or an organisational unit without legal personality that has placed an Order or concluded an Agreement.
Agreement — the agreement for the provision of hosting services, of which the Regulations and the SLA Document form part.
Regulations — «Regulamin świadczenia Usług Hostingowych» (the "Hosting services regulations"), made available on the Operator's website.
SLA Document — this "Service level agreement" (SLA).
Network — all the equipment the Operator makes available to the Client under the Agreement concluded.
Dedicated hosting service — the lease of computer hardware made available by the Operator.
Hosting services — the package of services specified in the Operator's offer and purchased by the Client.
Failure — the hosting services not being visible from outside the Network for longer than 15 minutes.
Maintenance window — the hosting services not being visible from outside the Network because maintenance work is required, planned and announced by the Operator at least 12 hours in advance.
Problem — a problem or enquiry from the Client, reported by telephone or by e-mail, concerning the operation of the Network or of the hosting services.

II. Monitoring of the individual hosting services

The visibility of each hosting service on every platform is checked at 5-minute intervals, 24 hours a day. The administrator on duty is notified of any interruption immediately, through a system of automatically sent e-mail and SMS messages.

The purpose of monitoring is to ensure that the administrator reacts immediately to unwanted changes and clears a Failure before the Client reports it. When the Client learns of a Failure, the Client reports it to the Operator.

III. Reporting a Failure or a Problem

A report of a Failure or a Problem should contain at least:

  1. the IP address of the server on which the service runs;
  2. the type of hosting service the report concerns;
  3. the login or the name of the service's main domain;
  4. the time the Failure became known, or a description of the Problem;
  5. the name and surname and the telephone number or e-mail address of the person reporting.

Giving all of the above in the report makes it easier to find the cause and clear the Failure efficiently, and makes it possible to tell the person reporting quickly what caused the Failure and how the work is progressing.

IV. Response time

The Operator undertakes to clear Failures arising on the Operator's side without delay.

The response time to a report means the maximum period that may pass:
from the moment the Operator's administrator on duty notices a Failure or receives a report of one from the Client until the Failure is fully cleared, or from the moment the Client reports a Problem by e-mail until the Operator's administrator on duty replies.

In most cases the Operator's actual response time does not exceed 15 minutes.
Response time:

  • Monday to Friday, 8.00 to 15.00 — 2 hours;
  • Monday to Friday, 15.00 to 8.00 — 4 hours;
  • Saturday to Monday, 8.00 to 15.00 — 4 hours;
  • Saturday to Monday, 15.00 to 8.00 — 8 hours;
  • Sundays and other days that are statutory public holidays in the Republic of Poland — 8 hours.

V. Failures

Under the SLA Document the Operator guarantees that the duration of Failures on the Network side during a calendar year will not exceed:

  • total duration of Failures [in hours]: 72 hours;
  • total duration of Failures [as a percentage]: 0.8 %.

VI. Maintenance windows

The Operator will inform the Client of the dates of planned Maintenance windows in the provision of hosting services at least 12 hours in advance.

Work that does not fall within ordinary technical support and server maintenance may be carried out by the Operator for a fee.

The Operator has the right to refuse to carry out the work referred to in the preceding sentence without giving reasons.

Under the SLA Document the Operator guarantees that the duration of Maintenance windows on the Network side during a calendar year will not exceed:

  • total duration of Maintenance windows [in hours]: 72 hours;
  • duration of a single Maintenance window [in hours]: 6 hours.

Hosting services not being visible from outside the Network because of a maintenance window does not count towards the periods referred to in section IV.

VII. Exclusions

  1. The SLA Document does not apply where:
    a) a Failure occurs as a result of force majeure;
    b) the Network is interrupted in connection with planned maintenance work or work to extend the Network — provided that Clients are notified at least 24 hours in advance;
    c) a failure or interruption occurs in equipment that is not part of the Network but is necessary for the provision of the hosting services;
    d) a Failure is caused by the Client or by third parties for whom the Operator is not responsible modifying system components on their own.
  2. The SLA Document does not cover Failures of system components that are not part of the software made available by the Operator in connection with the provision of the hosting services.
  3. Should the situations referred to in points 1a and 1c occur, the Operator is obliged, at the Client's written request, to document the event appropriately.

VIII. Availability guarantee

Availability means the "visibility" of the individual hosting services at the first router outside the Network. The availability guarantee covers all the equipment that forms part of the Network.

Under the SLA Document the Operator guarantees the "visibility" of the individual hosting services at the following level in each calendar month:

  • guaranteed availability [as a percentage]: 99.2 % of the time per month;
  • permitted unavailability [in minutes]: 345 minutes per month.

IX. Compensation

Where the Operator fails to meet the availability guarantee (section VIII of the SLA Document), the Client is entitled to compensation in the form of a reduction of the Subscription fee in the Subscription period immediately following the period in which the availability guarantee was not met. For every 24 hours, started, of hosting services being unavailable beyond the level of unavailability set out in section VIII of the SLA Document, the Client is entitled to compensation of:
(1 / the number of days in the Subscription period) * the Subscription fee
Granting the compensation referred to above does not release the Client from the obligation to pay Subscription fees on time. The compensation may not exceed the Subscription fee (taking any discounts into account) for the period the compensation is due for.

This document was drawn up in Polish. The Russian, English and Ukrainian versions are translations provided for convenience; in the event of any discrepancy, the Polish version prevails.