Service Level Agreement

The following service level agreement will only apply to dedicated server clients.

Network Uptime

Open Mind Hosting aim to provide a 99.99% SLA on uptime. This is equivalent to no more than 5 minutes of downtime in any month.

Credits: A credit equivalent to one days rental will be issued for each 30 minutes outage up to a maximum of 50% of the monthly fee. Open Mind Hosting cannot be held responsible of any losses as a result of outages or downtime.

Packet Loss

Open Mind Hosting aim to provide a 99.97% SLA on packet loss being less than 0.1%.

Credits: A credit equivalent to one days rental will be issued for each 60 minutes of continuous packet loss up to a maximum of 50% of the monthly fee.

Quality of Service

If your server experiences a problem with the quality of bandwidth supplied, Open Mind Hosting will endeavour to resolve the issue within four hours of being informed of the issue. If the problem is caused by a third party outside of our direct control i.e. Level One upstream provider and Open Mind Hosting are unable to contact the third party, Open Mind Hosting cannot be held responsible for third party actions or contact.

Server Security

Open Mind Hosting aim to provide a 100% SLA for server security. This SLA only covers physical access to Open Mind Hosting’s server suite and does NOT cover the result of server hack unless it can be shown that the hack was a direct result of Open Mind Hosting being negligent in the set-up/management of the server.

Credits: Break in to Open Mind Hosting’s server suite resulting in down time due to theft will result in a full month service credit. Open Mind Hosting would not be responsible for any loss or damages in the result of a security breach.

Power

Open Mind Hosting aim to provide a 99.99% SLA on power. This is the equivalent to no more than 5 minutes downtime in any month.

Credits: A credit equivalent to one day’s rental will be issued for each 30 minutes outage up to a maximum of 50% of the monthly fee. Open Mind Hosting cannot be held responsible of any losses as a result of outages or downtime.

Credit Requests

Credit requests under the terms of this SLA must be issued to Open Mind Hosting via our support desk within 48 hours of the outage. SLA credits will be calculated from the time of being notified of the issue and will be applied directly to the customer’s account. No cash alternative is offered for credit. At the end of the agreement, all unused credits will be revoked.