Service-Level Agreement

Last Updated: 12/08/2021

Service Level Agreement

We endeavour to use make your use of our services as great an experience as possible. We aim to do this in the following ways however our services are provided “as is” and we do not guarantee to provide our services in accordance with the following:

Support

During our office hours, we aim to provide a 6-hour response time for support requests submitted and a 12-hour response time for support requests submitted outside our office hours, however this support is not guaranteed as part of our services. Our technical support team is able to assist you with issues directly caused by us, but not for third-party software related issues.

We provide support via our monitored ticket support system, and our monitored live chat system. Support is not provided outside of these systems.

Backups

For our game hosting services, we backup all servers for data redundancy purposes. Clients do not have access to these backups as they are for back-end purposes only. However, clients can create and restore backups from the Iceline Game Panel.

For our web hosting services, backups are automatically created, how often depends on the plan. Clients have access to these backups from the cPanel control panel.

For all other services, backups are not created. It’s the customers’ responsibility to backup their data on a regular basis.

Uptime

We aim to provide 99.99% uptime across all our services. However certain situations may cause servers to go offline such as scheduled maintenance, hardware related issues etc and these are unavoidable and you should take them into account when using our services. The status of our servers can be found here: https://status.iceline.host

Hardware Replacement

In the rare event that hardware results in a fault or failure, we aim to source and replace the faulty hardware within 36-hours from the incident if possible but this may take longer due to unforeseen situations and so we do not guarantee this timescale.

DDoS Protection

This protection includes up to 4Tbps mitigation capacity and protection against most common attacks. Iceline Hosting will not be liable for any attacks we are unable to prevent to the extent that we have taken reasonable steps to prevent.