To ensure that customers are provided a service level consistent with the high expectations of both Rad Web Hosting and our customers, we have the following Service Level Agreement (SLA) covering service interruptions related to network, power, and hardware.
This Service Level Agreement ("SLA") defines the availability commitments, performance objectives, service credits, and remedies relating to the network connectivity and electrical power infrastructure provided by the Provider for hosted services.
This SLA forms part of the Master Service Agreement ("MSA") or Terms of Service between the Provider and Customer.
The Provider guarantees:
for each calendar month.
This SLA applies solely to the Provider's infrastructure and does not cover hardware failures, software issues, or events specifically excluded under this agreement.
Network Availability means the ability of Customer servers to send and receive IP traffic through the Provider's upstream network and switching infrastructure.
A network outage exists when:
Network congestion, packet loss below SLA thresholds, or customer firewall misconfiguration do not constitute a Network Outage.
Power Availability means uninterrupted electrical power delivered from the Provider's redundant power systems to the customer's rack or server.
Power infrastructure includes:
An outage exists only when Provider infrastructure fails to deliver power.
Availability is calculated monthly as:
Availability = ((Total Minutes − Downtime Minutes) ÷ Total Minutes) × 100
Scheduled maintenance is excluded from this calculation.
A 30-day month contains:
43,200 minutes
Maximum downtime permitted under this SLA:
| SLA | Maximum Monthly Downtime |
|---|---|
| 99.99% | 4 minutes 19 seconds |
Provider maintains enterprise-grade redundant infrastructure including:
Redundancy reduces the likelihood of outages but does not guarantee immunity from catastrophic events.
Availability is measured using:
Provider's monitoring systems are considered authoritative.
Scheduled maintenance does not count toward SLA downtime.
Maintenance windows:
Emergency maintenance performed to prevent:
shall not constitute SLA downtime.
If monthly availability falls below the guaranteed level, Customer may request service credits according to the following schedule.
| Monthly Availability | Service Credit |
|---|---|
| 99.99% – 99.90% | 10% |
| 99.89% – 99.50% | 25% |
| 99.49% – 99.00% | 50% |
| Below 99.00% | 100% |
| Monthly Availability | Service Credit |
|---|---|
| 99.99% – 99.90% | 10% |
| 99.89% – 99.50% | 25% |
| 99.49% – 99.00% | 50% |
| Below 99.00% | 100% |
Service credits are calculated based solely upon the recurring monthly charge for the affected service.
Credits:
To receive an SLA credit, Customer must:
Provider will investigate and respond within a reasonable timeframe.
This SLA does not apply to outages caused by:
Provider shall not be liable for failure to meet SLA commitments resulting from circumstances beyond its reasonable control including, but not limited to:
Service credits described in this SLA constitute the Customer's sole and exclusive remedy for failure to meet the availability commitments described herein.
Provider shall not be liable for:
except as otherwise required by applicable law.
This SLA applies only to:
This SLA does not guarantee:
Provider reserves the right to modify this SLA upon reasonable notice. Updated versions shall supersede prior versions and become effective upon publication or as otherwise specified.
Questions regarding this SLA should be directed to:
Support Department
Email: support@radwebhosting.com
Website: https://radwebhosting.com/support
Provider guarantees: