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Service Level Agreement
SLA eligible services
Services provided by POBox Hosting, namely Virtual Servers, Dedicated Server and Co-location. In addition, the account making the claim must be up to date on all payments and in compliance with all terms of the contract.
POBox Hosting is comprised of all equipment and wiring under the control of POBox Hosting. When a network outage of 60 continuous minutes or longer happens within any calendar month, you the Customer, are entitled to a rebate of one calendar month of network bandwidth charges. You may only claim one outage per calendar month.
Network outage
An outage in which the customer is unable to connect to any site from the customer's location but does NOT include:
- Planned outages.
- Partial outages of less than 60 continuous minutes or degradation of service due to high packet loss or similar conditions, which may be indicative of the Internet as a whole.
- A network outage does not include server hardware failures of any description.
Please note, POBox Hosting does NOT include:
- Equipment located on customer premises.
- Telephone circuits between a POP and the customer location.
- Any networks or network equipment not owned or controlled by POBox.
Claim review process
All claims must be submitted via e-mail to accounts@poboxhosting.co.uk Claims will be acknowledged within two business days and reviewed within 10 business days of receipt. Upon coming to a decision, the Customer will be notified by electronic mail whether the appropriate service credit will be issued on the next invoice or reject the claim by specifying the basis for rejection.
All claims under this policy must be submitted as follows: (incomplete requests will be returned):
- Request made by e-mail to accounts@poboxhosting.co.uk within 48 hours after the event which caused the network outage
- Include applicable server IP Address
- Customer Number (listed on your invoices)
- Organization name as listed on invoice
- Date and approximate beginning/end time of outage (specify time zone)
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