Service Level Agreement
This agreement enumerate the standard level of service that all our customers shall expect from Elite Media Solutions SAS, operating with the commercial brand HostStage. It gives numeric and concrete explanations one the commitment we are taking to our customers.
Throughout this SLA, we introduce infrastructure investments and safety measures taken through calculated uptime metrics to insure maximum operability and reliability which we extend with a guarantee with concrete financial compensation.
The SLA is also define according to certification delivered by the Uptime institute.
Network & Electrical Infrastructure
|Downtime Duration||Monthly Credit Issuance|
HostStage guarantees a 100% availability of storage devices through a default configuration provided with a minimum redundancy on all his line of services.
The guarantee is applicable in the exhaustive situation of one drive failure being swapped to a second drive set as redundant.
The guarantee excludes peculiar configuration requested or set by a client for the Dedicated Servers services. (RAID 0 installation request, or installation from their control panel).
Regardless of the configurations mentioned earlier, HostStage guarantees an immediate drive replacement as part of the customer Service Level Agreement. The Drive would have the same specifications as the one being replaced.
Failure to provide by default a redundant storage or to replace a faulty drive would lead to a full refund of the on going monthly billing period to the customer upon request as credit.