Network Uptime - Hostland’s network is engineered to ensure customer access to the Internet is available 100% of the time. If we fall below five-9 reliability (99.999% uptime) on our network, Hostland will issue a service credit using the following criteria:

• Ten Minutes in any 24-hour Period = One Day Credit
• Four Hours in any 24-hour Period = One Week Credit

Network Packet Loss - Hostland’s goal is to keep packet loss within our network to 0.1% or less. If the average packet loss within our network exceeds 0.1% during a single calendar month, we will issue a credit to you equal to one day's worth of the monthly recurring charge

Network Latency - Hostland’s goal is to keep latency on our network to 10 milliseconds or less. If the average network latency across our network exceeds 20 milliseconds for more than 10 minutes in any one 24-hour period, we will issue a credit to your account equal to one day's worth of the monthly recurring charge. Additionally, we will strive to keep latency to 50 milliseconds or less to our backbone providers within the Continental United States. Although our backbone providers' networks are not directly in our control, should the average network latency from our network to one of our providers exceed the time frame specified above for more than a week in a calendar month, we will issue a credit to your account equal to one day's worth of the monthly recurring charges for the affected service.

The Hostland Network - "The Network" is defined as the portion of the network that is operated by Hostland. Credits will not be issued under this SLA for network issues that are outside of our control. This includes any failure or deficiency of our network caused by or associated with:

• Circumstances beyond our reasonable control
• Scheduled maintenance
• Any negligence, willful misconduct, or use of the network or services in breach of published terms and conditions of service or acceptable use policies.

The network does not include premise equipment or any network equipment or networks not operated and controlled by Hostland.

Credit Request and Payment Procedures - In order to receive a credit for network outage, a request must be made via the support ticket system at the inception of the outage. Should said outage prevent such action from occurring, customer may opt to fax the request to Hostland. Request for credit not accompanied by customer case or fax will be denied. Each valid credit will be applied to your next invoice. Credits are exclusive of any applicable taxes charged or collected. The total amount credited in connection with network outages, latency and packet loss in any calendar month will not exceed the monthly recurring charge and will be customers sole remedy to any reported outage.

This SLA applies to dedicated servers only. It does not apply to shared hosting services such as the reseller hosting program.

• Home > 
• Policies > 
• SLA >