Uptime. Mediast Services Inc. (Mediast) is committed to providing a reliable hosting solution backed by a 99.99% uptime guarantee. We are so confident about our service, that we provide a money back guarantee. Should you incur any downtime (*excluding server reboots) due to Mediast, we will credit a percentage of your monthly fee.
Compensation. In the event that Mediast does not meet this SLA, hosting clients will be eligible for downtime compensation. If Mediast is directly responsible for causing the downtime, the customer will receive a credit for 10 times (1,000%) the actual amount of downtime. This means that if your server is unreachable for 1 hour (beyond the 0.01% allowed), you will receive 10 hours of credit.
All requests for compensation must be received within 10 business days of the incident in question. The amount of compensation may not exceed the customer’s monthly recurring charges.
Disclaimers. You shall not receive any benefits under this SLA in connection with any failure of service caused by or associated with:
a). Conditions beyond our reasonable control resulting directly or indirectly from acts of any governmental body, war, terrorism, sabotage, insurrection, embargo, strike or other labor disturbances, interruption in traffic or transportation, interruption or delay in telecommunication or third party services, natural disaster or catastrophes, fire, flood, facility power shortages, disturbance in the ability to obtain raw material or supplies, inability to obtain third party software and hardware and any other circumstances beyond our reasonable control in order to provision this SLA.
b). Any network or Internet security breaches including virus/worm attack, denial of service and/or misuse of service by authorized/unauthorized users.
c). Any domain registration, or email issues beyond direct control of Mediast Services Inc.
d). Please note that geographic condition such as denial of service attack, virus, network latency and similar issues may impact Mediast’s ability to execute services in accordance with this SLA. If Internet conditions beyond Mediast’s reasonable control prevent Mediast from executing this SLA, Mediast is released from its responsibilities as outlined in this agreement. To guard against network issues, Mediast maintains redundant network access methods to minimize the impact of network interruptions. Should such a condition prevent Mediast from fulfilling the terms of this agreement, Mediast will release a statement within fifteen (15) business days documenting the failures not under Mediast’s control.
We only reboot for specific reasons:
-Certain software updates, mainly kernel patches, require reboots.
-Some diagnostics require a reboot to properly assess the issue.
Server reboots will be scheduled (as required) between 12:00AM and 6:00 AM EST. In our opinion, the downtime caused by keeping the system secure outweighs the trivial impact it has on long term operational stability.