Service Level Agreement

KarmaHostĀ LLC guarantees a 99.5% o 99.9% network uptime depending from the plan. If in any given month we fail to meet this guarantee aKarmaHost customer is eligible for a credit on their current hosting account. You must meet the below requirements in order to be eligible for an SLA credit:

  • Your account must be in good standing
  • You must submit a ticket through our client area to the billing department
  • All requests must be submitted within 5 days of the reported downtime
  • All requests must contain a ticket # of the service interruption
  • We will add the credit to your client area the first day of the next month.

Shared and semi-dedicated accounts

We guarantee that your website will be online for 99.5% (or more if stated on our website) of the month, otherwise we will credit 100% or the monthly rate.

VPS

KarmaHost LLC is not responsible for downtime related to the services listed below and as such will not issues credits for the following:

  • Internal services such as MySQL, Apache, PHP, etc.
  • Scheduled downtime or planned maintenance
  • Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
  • ISP or local connection problems
  • Customer-controlled downtime
  • Natural Disasters or events beyond the control of KarmaHost LLC

For VPS we will use the following table (based on what you pay for a month):

Uptime Credit
99.9% Guaranteed
99.8% 10%
99.7% 20%
99.6% 30%
99.5% 40%
99.4% 50%
99.3% 60%
99.2% 70%
99.1% 90%
99.0% 100%

 

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