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Service Level Agreement

Choosing a hosting provider is never easy and it seems to be risky when your site is at stake. We know that the availability of your site is of utmost importance and entrusting your website to PracticalHost is something that we take seriously. That's why we have built the hosting industry's most aggressive Service Level Agreement (SLA) to cover the multiple components that keep your site up and running.

PracticalHost’s SLA is a contract between you, the customer, and PracticalHost. It defines the terms of our responsibility and the money back guaranty if our responsibilities are not met. We want our customers to feel at ease with their decision to move their site to PracticalHost, and knowing that PracticalHost takes your site's uptime as seriously as you do is imperative.

100% Network Uptime
We guaranty that our data center network will be available 100% of the time in a given month, excluding an agreed scheduled maintenance. The data center network means the portion of the PracticalHost network extending from the outbound port on your edge device to the outbound port of the data center border router and includes PracticalHost managed switches, routers, cabling. We will always send notifications for any possible disruptions.

Infrastructure
We guaranty that data center HVAC and power will be functioning 100% of the time in a given month, excluding an agreed scheduled maintenance. Power includes UPSs, PDUs and cabling and power supplies on our cloud servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems. All our cloud service, EnsureMail, EnsureMail Pro, EnsureMail Exchange and the web hosting services are based on a cloud infrastructure, ie there is no single point of failure with multiple levels of redundancy.

Hardware
We guaranty the functioning of all server hardware components and will replace any failed component at no cost. "Hardware" means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification.

PracticalHost Guaranty
We will credit your account 5% of the monthly fee for each 30minutes of network downtime, up to 100% of your monthly fee for the affected server.

Credit Requests
To receive an SLA credit, PracticalHost customers must contact their account manager.

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