Terms and Conditions [Shared Policy]
Acceptable Service Use Policy
Shared Hosting Service Level Agreement
Shared Hosting Usage Policy
 
Shared Hosting Service Level Agreement

WEBCORE LABS shall use every reasonable effort to provide the Services in accordance with the Service Level Agreement set forth in the table below. The Service Level Agreement outlines the processes under which, in the ordinary course of business, Services will be provisioned and administered.

  • Alarming on this Service Level Agreement (SLA) requires that WEBCORE LABS fix the problem in a timely manner.
  • Failure to meet the SLA would result in a service violation or credit.
Measure Indicator Standard Service Level Objective
Service Availability* Time during which the service is available for use. 7 days by 24 hours 99.7% averaged over a 30 day monthly period
Service Performance Measure* Web or FTP server response to an HTTP or FTP "get" request Less than 1 second response time from probes 99.7% averaged over a 30 day month
Service Maintenance The time required to perform regular service maintenance activities All maintenance activities will be scheduled during the standard change windows. Service Level Objective not applicable.
3 business days notice will be given for service-affecting maintenance that takes place within the Standard Service Maintenance Windows. Additional maintenance windows may be negotiated with customers and will require customer acceptance. Maintenance done outside the Standard or Additional Windows will be considered Emergency Maintenance. Disruptions to service resulting from Emergency Maintenance may result in service credits.
Service Repair Time* The duration required to repair service from the time a service outage is detected or reported Less than 4 hours 99.7% average of all repairs over a 30 day monthly period
OnLine Support Centre The time during tech support is available for the Customer inquiry 7 days by 24 hours Toll Free Support Telephone Number - 1-877-373-5227 N/A
Service Support Total elapsed time from problem identification to customer notification Less than 30 minutes (excluding global outages) N/A

* Note: Does not include time spent during scheduled maintenance windows.

WEBCORE LABS shall not be responsible for any failure to achieve Service Level Objectives:
  • caused by components which are not WEBCORE LABS' responsibility;
  • during periods of scheduled maintenance by WEBCORE LABS; or
  • resulting from any event of force majeure.
Routine/Scheduled Maintenance No more than 2 maintenance events per year of 240 minutes per outage. Planned maintenance will occur between 12:00am - 6:00am EST.
Advanced Notice of Routine/Scheduled Maintenance 3 business days
Non-Scheduled Maintenance As required
6 PAK: As low as $6/mo.
• 25 MB of disk space
• 6 POP3 E-mail
• 6 FTP accounts 
• 1 GB of Monthly traffic
• Apache on Linux
• Detailed traffic Stats
• ColdFusion 5.0 CFM
• PHP 4.3.3
• CGI, EXE, SSI, Python

more... 		15 PAK: $15/mo.
• 100 MB of disk space
• 15 POP3 E-mail
• 15 FTP accounts 
• 5 GB of Monthly traffic
• Apache on Linux
• Detailed traffic Stats
• ColdFusion 5.0 CFM
• PHP 4.3.3
• CGI, EXE, SSI, Python
• MySQL 4 DB

more... 		20 PAK: $20/mo.
• 350 MB of disk space
• 20 POP3 E-mail
• 20 FTP accounts 
• 10 GB of Monthly traffic
• Apache on Linux
• Detailed traffic Stats
• ColdFusion 5.0 CFM
• PHP 4.3.3
• CGI, EXE, SSI, Python
• MySQL 4 DB

more... 		40 PAK: $40/mo.
• 750 MB of disk space
• 40 POP3 E-mail
• 40 FTP accounts 
• 15 GB of Monthly traffic
• Apache on Linux
• Detailed traffic Stats
• ColdFusion 5.0 CFM
• PHP 4.3.3
• CGI, EXE, SSI, Python
• MySQL 4 DB

more... 		75 PAK: $75/mo.
• 1.5 GB of disk space
• 75 POP3 E-mail
• 75 FTP accounts 
• 20 GB of Monthly traffic
• Apache on Linux
• Detailed traffic Stats
• ColdFusion 5.0 CFM
• PHP 4.3.3
• CGI, EXE, SSI, Python
• MySQL 4 DB

more...

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