GR Host shall use provide secure and reliable Infrastructure based on accepted industrial standards to ensure that your GR Host service is available to you (the Client) 99% of the time in any given calendar month. If not, you may be eligible for Client Service Credits described below.
The following definitions shall apply to the GR Host SLA.
Client shall be defined as an GR Host customer.
Client Service(s) shall be defined as an individual hosting product purchased by a GR Host client.
Host Server shall be defined as a computer system on which a Client Server resides.
Client Server shall be defined as the virtualized Linux system on which the Client Service resides.
Client Service Container shall be defined as the Containerized Instance which executes the Client Service.
Monthly Uptime Percentage means the total number of minutes in the calendar month (40,320) minus the number of minutes of Downtime suffered from all Downtime Periods in the calendar month, divided by the total number of minutes in the calendar month.
28 Days = 40,320 Minutes
40320 (minus) Downtime-Minutes (divided by) 40320 = Uptime Percentage
Downtime for a Client Server means that the TCP Port the Client Service is attached to does not respond to a TCP request from the Monitoring Platform within the GR Host network. This indicates the Client Service is unreachable.
Emergency Downtime includes events where GR Host must temporarily induce downtime on a Host Server/Client Server for events such as hardware failure, vulnerability repairs, and other such situations requiring the immediate shutdown of the system. Emergency Downtime is not considered Downtime for purposes relating to the GR Host SLA. You will be notified immediately via Email if an Emergency Downtime event will impact your service.
Scheduled Downtime refers to standard and predictable events where GR Host will implement downtime prior to the start of the Scheduled Maintenance window. Scheduled Downtime for purposes relating to the GR Host SLA, does not impact Monthly Uptime Percentage. Please see the schedule below.
Service Credits will be provided according to the following schedule:
Client Service Credit. The credit will be calculated at a rate of four (4) hours of service credit(s) for each full hour of downtime experienced beyond the 99% threshold; with this enhanced credit allocation applicable until the Monthly Uptime Percentage reaches 95%. Should the Monthly Uptime Percentage fall to 95% or below, the client will be entitled to a service credit equivalent to one (1) week of service based on the plans monthly rate. For clarity, any fractional hour of downtime exceeding the 99% uptime guarantee will be rounded up to the next full hour when determining the applicable service credit. Credit will be applied on the following Monthly Invoice. Client Service Credits can not be exchanged for cash.
Client Service Credit(s) are applied on the 28th of each month by our billing team. In order to receive any Client Service Credits described above, you must notify GR Host by email or otherwise in writing within seven (7) days from the time you become eligible to receive a Client Service Credit.
Maximum Client Service Credit. The aggregated maximum number of Client Service Credits you can claim for all Downtime periods that occur in a single calendar month shall not exceed 1 month of service credit added to your account balance.
Uptime SLA Exclusions: This Uptime SLA does not apply to any performance issues caused by factors outside of GR Host’s reasonable control. Including but not limited to…
- Force Majeure Events
- DNS Outages
- ISP Failures
- Client-Initiated Actions
- Misconfiguration
- Resource Over-utilization
Scheduled Maintenance Windows
| Data Center | Maintenance Window |
|---|---|
| Atlanta | 9 PM until 2 AM Central Standard Time |
| Chicago | 10 PM until 3 AM Central Standard Time |
| Seattle | 12 AM until 5 AM Central Standard Time |
| Singapore | 9 AM until 1 PM Central Standard Time |
Policy Modification
GR Host reserves the right to amend any or all of the above policies, guidelines and disclaimer without notification. We also retain the right to increase any pricing and make changes to our account plans without notification.