Service Level Agreement

Background

Use of UltraUnix’s Service constitutes acceptance and agreement to UltraUnix’s AUP (Acceptable Use Policy) as well as UltraUnix’s TOS (Terms of Service). From herewith in this TOS, AUP, and SLA, the usage of “us”, “we”, “our”, “ours” shall constitute reference to UltraUnix, the usage of “you”, “your”, “they”, “them” shall refer to client / customer of UltraUnix.

Section that is categorized as “A” applies to all services provided by UltraUnix. Section “B” applies to dedicated hosting only. Section “C” applies to all shared or reseller hosting. Section “D” applies to blog hosting

Definitions

Dedicated Servers is defined as servers that are rented to Clients.
Shared Hosting is defined as multiple websites hosted on a same physical server.
Reseller Hosting is defined as clients able to add users within their means on the same physical server.

Section A: ALL UltraUnix services

Network Uptime is the total time in a calendar month that UltraUnix network is available through the Internet, provided that Client has established connectivity. UltraUnix takes responsibility Network availability within their network, however, we cannot be held liable for upstream problems, outside of our network. Our guarantee is that our Network will be available to clients free of Network Outages, rendering 100% packet loss 99.9% of each calendar month.

Network Outages or Unscheduled Downtime is any unplanned or unscheduled interruption in Service availability during which Client is unable to access the services as described in the section titled “Network Uptime” above. A Network Outage is defined as a period in which 100% packet loss to our network is experienced, which is determined to have been caused by a problem in UltraUnix’s Network as confirmed by UltraUnix. Downtime or outages are measured as the total length of time of the unplanned interruption in service availability in a calendar month.

Scheduled Downtime is any UltraUnix scheduled interruption of Services, for the purpose of network upgrades, or replacement of any equipment in order to provide for you better service. Scheduled downtime occurs during notified downtime periods, with as much advance warning as possible via e-mail with a minimum of 24 hours notice.

SLA Network Violation Credit occurs when our network uptime guarantee is not met. UltraUnix will refund the customer 5% of the monthly fee for each hour of downtime (up to 100% of your monthly fee) for network downtime. Network downtime is measured from the time the network is 100% unreachable, until service is once again restored. In order to request a performance credit, you must email us within 10 days of reported violation at: custcare[at]ultraunix[dot]net. SLA violations will be reviewed by our personnel Monday – Friday 9AM to 5PM. *Network violation SLA credit does not cover server hardware failure.*

Performance Credit exclusions (The following are excluded from the monthly calculation of Service Availability):

  • Scheduled downtime
  • Problems outside of UltraUnix’s network (upstream providers, or client’s inbound connection) not effecting 100% loss to our network
  • Interruptions or failure of individual service caused by client, their employees, client’s customers, etc. to their service. These include inaccurate configuration, 3rd party software, client abuse or over utilization of resources, hacked servers, attacks, exploits, or server hardware failures.

Section B: Dedicated Hosting Service

Server Hardware for Dedicated Servers Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included for Dedicated Servers, and switches for Co-Located Servers, unless client provides their own switch.

Performance Credit exclusions (The following are excluded from the monthly calculation of Service Availability):

  • Scheduled downtime
  • Interruptions or failure of individual service caused by client, their employees, client’s customers, etc. to their service. These include inaccurate configuration, 3rd party software, client abuse or over utilization of resources, hacked servers, attacks, exploits, or server hardware failures.

Replacement is defined as returning the server to original configuration when it was purchased. If hardware failure causes corrupted Operating System, Data Files, or Configuration of server, UltraUnix will restore the system to original state.

Backup and Restoration of Data is not responsible of UltraUnix. We strongly recommend that your purchase backup disk for your service, and keep copies of your data off-site with you for emergency purposes. If hardware failure and data loss occurs, you the client are responsible for data restoration. UltraUnix shall not be liable for loss of data under any circumstance.

Additional Charges is defined as extra charges to clients for additional services that is not provided by UltraUnix. This service is to provide the clients with knowledge and overview of the server. From time to time security updates, patches, kernel upgrades, and system administration may be performed free of charge. In addition to these services System Administrator may make recommendations to improve the overall performance, security, and updates to the service. At the sole discretion of the System Administrator any installation, configuration, or tuning of the server may be considered billable, and you will be notified and requested to approve any additional charges. Any support not included with your dedicated server, will be subject to a $75 an hour labor fee, billed in per hour increments during office hours between 8:00am – 10:00pm (EST). After-hours support will incur a $150.00 an hour labor fee, billed in per hour increments in effect from 10:01pm – 7:59am UltraUnix will not perform maintenance, security checks, or management without client initiating such request. UltraUnix does not take responsibility for the overall security of servers.

Section C: Shared / Reseller Hosting Service

Server Resources is measured by CPU (1%), memory usage (2%) and network resources. Any websites that exceeds the acceptable level of server resources will be given the option to either pay additional fees (depend on the resources required), reduce the resources used to our acceptable level or upgrade to a Dedicated Hosting plan.

CGI Scripts that pose a potential security risk or are deemed to be adversely affecting server performance or network integrity will be shut down or will be automatically removed without prior notice.

Background Running Programs and Cron Jobs may be allowed to run in the background. These programs will be considered on an individual basis and Clients will incur extra charges based on system resources used and operational maintenance needed. If you wish to run background programs please contact UltraUnix at custcare[at]ultraunix[dot]net so that we can arrange set-up.

Distributing of files is not allowed in Shared / Reseller Hosting, this includes software files and/or multimedia files. If you wish to distribute software and/or multimedia files, please contact custcare[at]ultraunix[dot]net to make special arrangement.

Multimedia files are defined as any graphics, audio, and video files. UltraUnix Shared and Reseller Hosting accounts are not to be used for the purposes of distributing and storing unusual amounts of multimedia files. Any web site whose disk space usage for storing multimedia files exceeds 30% of its total usage, in terms of total size or number of files, will be considered to be using an unusual amount of multimedia files.

Databases stored on UltraUnix servers shall be limited in size to 10% of the total disk space allotted for that particular domain’s plan/web hosting account.

Adult Content is defined as adult-oriented sites; pornography and sex-related merchandising are prohibited for Shared / Reseller Hosting clients. This includes sites that may infer sexual content or provide links to adult content elsewhere. This is also true for sites that promote any illegal activity or content that may be damaging to our servers or any other server on the Internet, or provide links to such sites.

Backup and Restoration of Data is not responsible of UltraUnix. We strongly recommend that your purchase backup options for your service, and keep copies of your data off-site with you for emergency purposes. If hardware failure and data loss occurs, you the client are responsible for data restoration. UltraUnix shall not be liable for loss of data under any circumstance. If you need backup option, please email sales[at]ultraunix[dot]net for special arrangement.

Section D: Blog Hosting

The Purpose of the website must be a blog. As we don’t filter out any blog subject, the content must not violate any policies stated in Section “C”.

Distributing of files is not allowed in blog hosting, this includes software files and/or multimedia files. If you wish to distribute software and/or multimedia files, please contact custcare[at]ultraunix[dot]net to make special arrangement.

Disk space usage must only consist your website’s content. It is forbidden to use it as your personal storage or unrelated pieces of data that are not part of your website.