Service Level Agreement

Introduction

This document explains our dedication to providing Best service. VMoHost has made large investments to build a solid network infrastructure. This comprises:

Support Communication Escalation Procedure:

VMoHost ensures continuous Internet transit and power supply with a guaranteed 100% uptime commitment measured monthly. If there are interruptions exceeding 100% uptime for up to 1 hour within a month, clients qualify for an account credit equivalent to 5% of their Recurring Monthly Fees for each additional hour of downtime, up to a maximum of 50% of the fees.

Credit calculations are based on increments of 1 hour of unavailability, excluding client-controlled equipment or events. Scheduled or emergency network and facility maintenance, communicated in advance through email and the website, are also excluded, with a limit of 180 minutes per month.

Credit issuance will not exceed 50% of the client's Recurring Monthly Fees unless stated otherwise, and all credit requests must be submitted within 30 days of the incident.

To request credit via email, contact sales@vmohost.com. with your account name and outage duration. Accounts must not have overdue payments when requesting an SLA credit.

For credit requests via a support ticket, submit it to the Billing Department.

Hardware SLA for Dedicated Servers

VMoHost ensures prompt resolution of hardware issues with a 12-hour hardware replacement Service Level Agreement (SLA) for all current dedicated server offerings. Upon confirmation of a hardware problem via ticket response, the 12-hour countdown begins, provided immediate maintenance is specified. If the hardware isn't replaced within the initial 12-hour timeframe after detection, you can request a 10% SLA credit. An additional 10% credit can be claimed for each subsequent 12-hour delay period. To request credits, email outage details to sales@vmohost.com. within 30 days of the incident, ensuring total credits don't exceed 50% of the monthly fee for the affected server.

We commit to providing a minimum of 99.99% uninterrupted access to your website, email, and related services. Should downtime exceed 0.01% cumulatively in any month, you're eligible for a credit equal to 5% of pro-rated recurring monthly fees, plus 5% for each additional hour of unavailability. This credit cannot exceed 50% of your monthly recurring charges.

Credits are calculated per hour of unavailability and exclude outages from client errors or transfers. They also exclude scheduled or emergency network and facility maintenance, communicated in advance via our Billing Department webpage and limited to two hours per month.

Maximum credit amounts are capped at 50% of Recurring Monthly Fees. All credit requests must be made within 30 days of the outage by emailing sales@vmohost.com. with your account name, outage duration, and timestamps.

Ultimate SLA for DDOS mitigation

The Ultimate DDoS Mitigation Service Level Agreement (UDM SLA) provides customers with assurances and solutions regarding VMoHost's performance in delivering DDoS Protection Service, focusing on Layer 3 to Layer 4 (defined below).

For the purposes of this DDoS Protection Service - DPS Core SLA, the following terms have the specified meanings:

Response Time:

If a customer suspects a Denial of Service Attack and requests mitigation, they can open a trouble ticket through various methods. When mitigation requests are made by phone to the VMoHost NOC (1-833-247-4678) or via a ticket to the Billing Department, the VMoHost Network Security Team commits to responding within 60 minutes. If this response time is not met, VMoHost will credit the customer 50% of the Event Fee paid or 50% of the Event Fee that would have been paid if the mitigation was within the "Included Mitigation Days."

ACL Change Request Response Time

If a customer needs to make a standard, non-emergency change to an Access Control List (ACL), they can create a trouble ticket using various methods. Requests can be submitted by phone (1-000-000-0000) to the VMoHost NOC or VMoHost Network Security, or through the Customer Portal. The VMoHost Network Security Team commits to responding and reviewing the ACL request within one business day. If this response time is not met, the customer will receive a credit of 50% of the Standard ACL Change Request Rate paid, or 50% of what would have been paid if the commitment is not fulfilled.

Exceptions

The DDoS Protection SLA does not provide credits to the customer in the following situations related to the VMoHost Backbone

SLA for Network / Global IP Transit

VMoHost is committed to ensuring top-tier Internet performance for all customers by offering the following guarantees

If you suspect a network outage, you can open a trouble ticket by calling (1-000-000-0000) or contacting the Billing Department. The VMoHost Network Security Team will respond within 60 minutes.

For all premium network clients, VMoHost guarantees optimal routing of traffic to ensure timely delivery, similar to other carriers in the region. Measures include optimizing routing tables to use the best available upstream link and minimizing the impact of DDoS attacks from other customers. Null routing of an IP address is a last resort, with filtering as the initial approach. Downtimes due to null-routing or billing issues are not counted against the SLA.

Credit and Payment Process Requestst

To claim a credit under the Network / Global IP Transit SLA :

Once confirmed, valid credits will be applied to your invoice within two billing cycles after VMoHost receives the request. Credits cannot exceed the Event Fees, Standard ACL Change Request Rate, or Emergency ACL Change Request Rate paid for the respective month, regardless of the DDoS Protection SLAs.

For credits under the Ultimate DDoS Protection SLA :

Once confirmed, valid credits will be applied to your invoice within two billing cycles after VMoHost receives the request. Credits cannot exceed the Event Fees, Standard ACL Change Request Rate, or Emergency ACL Change Request Rate paid for the respective month, regardless of the DDoS Protection SLAs.

For credits under the Dedicated Server Hardware SLA :

The total credit amount should not exceed 50% of the monthly fee for the affected server.