Service Level Agreement

Network SLA

TOSHOST LTD guarantees network uptime to be 99.99%. This guarantee assures that all major routing devices within our network are reachable from the global internet 99.99% of the time. 5% of the total amount of the next invoice, per 30 minutes of unavailability, limited to 100% of the total invoice amount.

Contact Information

If you need to get in touch with us, please contact the appropriate department listed below.

Network SLA Exclusions

Many possible situations are completely beyond the control of TOSHOST LTD, and therefore are not in the scope of this SLA. These situations include:

Scheduled Network Maintenance -

Occasionally network maintenance will be required. TOSHOST LTD will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the e-mail address we have on file. Scheduled maintenance periods are not eligible for SLA credits.

Hardware Maintenance -

On rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. TOSHOST LTD will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.

Software Maintenance -

An important part of managing a Dedicated Server is keeping the software up to date. If you choose to have TOSHOST LTD manage your server, occasional software updates will be required to address security or performance issues. Usually, you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations. Interruptions caused by You from custom scripting, coding or the installation of third-party applications are not applicable for any SLA.

Malicious Attacks -

If a third party not associated with TOSHOST LTD initiates a "Denial of Service" or other forms of disabling attack against your Dedicated Server or major portions of our network, TOSHOST LTD will do everything in its power to stop the attack, but cannot guarantee a resolution time.

Legal Actions -

In the case that a legal action is taken against a customer of TOSHOST LTD and TOSHOST LTD is required to act in accordance with the order, TOSHOST LTD shall not be responsible for any SLA damages.

cPanel Issues -

If you choose to run cPanel and Web Host Manager on your Dedicated Server, the default install will be configured for automatic updates of cPanel related software. On occasion, one of these automatic updates could adversely affect all or part of the cPanel related software on your server. TOSHOST LTD will do whatever is necessary to fix any cPanel related problems, but cannot guarantee a resolution time.

Hardware Replacement SLA

TOSHOST LTD guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 180 Minutes of identifying the problem. In the event that this guarantee is not met, TOSHOST LTD will issue a credit for equal times the actual amount of additional downtime recorded by service monitoring logs. The amount of compensation may not exceed the customer’s monthly recurring charge. This guarantee does not include the time it requires to perform additional software related maintenance, including rebuilding web accounts from backups, cloning hard drives, reloading the operating system, reloading and configuring applications, or rebuilding RAID arrays.