JoltDigital
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Monday, September 25, 2017 

 

Service Level Agreement

Our 99.9% Network Uptime Guarantee
Unlike other providers who claim to offer an uptime guarantee, we offer a true uptime guarantee policy with compensation for failure. While most hosting companies have vague to no information on monitoring information, calculation on their uptime statistics, and possible compensation, we spell out our responsibilities for our clients with respect to uptime.

Network
JoltDigital/JoltHosting uses only redundant network components and server grade hardware from multiple vendors to eliminate any single point of failure. Our network is multi-homed through redundant high-speed carriers providing fast, connectivity to our servers.We colocate only in data centers that can provide redundant HVAC, redundant UPSes, 24x7x365 secure access, and backup generators to ensure uptime to each of our customers.

Support Guarantee
JoltDigital guarantees that an open trouble ticket or email sent to support will be addressed within 6 hours from the time of arrival. Support issues not responded to within that time limit will be granted 5% off monthly charges for that account. Precedence will always be given to down site and server reports.

Compensation For Failure
Some providers guarantee the uptime, but offer no compensation for failure. Because we can stand behind our guarantee, we provide our clients with a 10% discount for the month in which we fail to meet our 99.9% Network Uptime Guarantee. Simply put, if a client hosted on one of our servers registers less than 99.9% for the month, then at the end of the month the client will receive a 10% discount for that month. This offer extends to dedicated servers for hardware* and network availability. Colocation clients are extended this offer for network availability.

Indemnification
JoltDigital/JoltHosting shall not be held responsible for acts of God or network issues outside the control of JoltDigital, Inc. or companies with contractual obligations to JoltDigital, Inc. These include, but are not limited to, natural disasters, acts of terrorism, and issues with local ISPs or internet backbone service disruptions.

*Downtime for dedicated servers due to a failed hard drive is not covered if the srver does not have at least raid1.


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