Last Updated: 05/10/2019
This Agreement represents a Service-Level Agreement (“SLA” or “Agreement”) between Iceline Hosting LTD and the customer who agrees to be bound by this Agreement. This Agreement outlines as to what constitutes acceptable service in quantifiable and measurable terms.
Goals & Objectives
The intent of this Service-Level Agreement (SLA) is to ensure the proper understanding and commitments are in place for effective support, measurement and resource planning in relation to providing technical support. The goal of this agreement is to obtain mutual agreement between Iceline Hosting and the customer and to outline the technical support we offer.
This Agreement is valid from the date of purchase and is valid until the server is terminated or cancelled. This Agreement should be reviewed at a minimum of once per fiscal year. However, during any review that takes place, the current agreement will remain in effect. Iceline Hosting reserves the right to change or alter our terms or policies at any time without notifying any of our customers. It's the customer's responsibility to check regularly for updates or changes.
The following services are covered by this agreement;
Any support requested outside of these services will not be replied to due to security reasons.
Customer responsibilities in support of this agreement include:
During our office hours, we guarantee a 6-hour response time for technical support requests submitted and a 12 hour response time for technical support requests outside our office hours.
Our office hours are as follows:
Free SupportOnce the customer purchases any service, this SLA agreement is in effect.
The technical support we offer for free of charge includes...
Managed SupportAlternatively, the customer can choose to pay for the managed support addon. Managed support costs an additional £10/month recurring on top of the service.
The technical support we offer with managed support includes...
In the rare event that hardware results in a fault or failure, Iceline Hosting LTD guarantees the faulty hardware will be sourced and replaced within 36 hours from the incident.
Iceline Hosting LTD offers DDoS Protection for free of charge across all our services (except dedicated hosting). This protection includes up to 4Tbps mitigation capacity and protection against all attacks.
Claiming Outage Credit
In the event of an outage and your server is unusable or inaccessible, we offer credit for the amount of downtime.
This SLA is only offered to its direct customers, we’re not liable for any downtime caused by a reseller of its services. Planned maintenance of network, hardware or power does not qualify for outage credit. Any failures caused outside of Iceline Hosting LTD’s control, including ISP outages, acts of God (weather, natural disaster, or any other disaster) does not qualify for outage credit.