Customer quotes: Unbelievable service at such a cheap price, keep up the good work!
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Network Uptime Service Level Agreement
Dream-Hosting.co.uk guarantees network uptime to be 99.9% or better. This guarantee allows for approximately 45 minutes per month and 8 hours per year of network downtime. Dream-Hosting.co.uk's cumulative network uptime since the opening of the new Lansing datacenter is 100.00%.
Exclusions
Many possible situations are completely beyond the control of Dream-Hosting.co.uk, and therefore are not in the scope of this SLA. These situations include:
Hardware Maintenance - on rare occasions, the hardware in your website may need maintenance or replacement. Dream-Hosting.co.uk will do everything possible to minimize any downtime in these situations, but cannot guarantee service time.
Software Maintenance - an important part of Dream-Hosting.co.uk servers is keeping the software up to date. Occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
Malicious Attacks - if a third party not associated with Dream-Hosting.co.uk initiates a "Denial of Service" or other form of disabling attack against your site, Dream-Hosting.co.uk will do everything in it's power to stop the attack, but cannot guarantee a resolution time.
CPanel Issues - as Dream-Hosting.co.uk use cpanel software, the default install will be configured for automatic updates of CPanel related software. On occasion, one of these automatic updates could adversely effect all or part of the CPanel related software on you webspace. Dream-Hosting.co.uk will do whatever is necessary to fix any Cpanel related problems, but cannot guarantee a resolution time.
Service Level Agreement Remedy
In the event that Dream-Hosting.co.uk does not meet this SLA, Hosting clients will become eligible to request compenstaion for downtime. If Dream-Hosting.co.uk is directly responsible for causing the downtime, the customer will recieve a credit for 100 times ( 10,000% ) the actual amount of downtime. This means that if your server is unreachable for 1 hour (beyond the 0.01% allowed), you will recieve 100 hours of credit. If Dream-Hosting.co.uk is not directly responsible for causing the downtime, the customer will recieve a credit for 10 times ( 1,000% ) the actual amount of downtime.
All requests for compensation must be recieved within 2 business days of the incident in question. The amount of compensation may not exceed the customer's yearly charge.
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