RubyHost - Service Level Agreement (SLA)

1. Introduction

RubyHost is committed to delivering industry-leading service uptime with a 99.99% availability goal. This Service Level Agreement (SLA) applies to all shared clients and outlines the performance standards and support levels we strive to maintain. Should any issues arise, please open a billing ticket to claim SLA Credit or request a service extension.

2. Service Downtime

Service Downtime refers to any unplanned interruption in Service Availability during which the Client is unable to access the services as defined herein. Downtime is measured as the total duration of such interruptions within a calendar month, provided the cause is attributable to an issue within RubyHost's network or service infrastructure. Please note that downtime due to third-party software or hardware failures is not covered under this SLA.

3. SLA Credit & Service Extensions

SLA credits are applied when a service remains unreachable for more than 15 consecutive minutes. For every additional full hour of uninterrupted downtime beyond the initial 15 minutes, the Client will receive a credit equal to 1% of the affected service's monthly fee—up to a maximum credit of 100% of that service's value.

Alternatively, Clients may choose to extend their service time instead of receiving a monetary credit. The service extension periods are as follows:

• 1 hour of downtime: Service is extended by 1 day.
• 2 to 6 hours of downtime: Service is extended by 2 days.
• 6 to 24 hours of downtime: Service is extended by 3 days.
• More than 24 hours of downtime: Service is extended by an additional 1 day for every extra 24-hour period.

4. SLA Exclusions

The following events do not qualify for SLA credits or service extensions:

• Acts of God: Downtime resulting from extreme weather or other natural events as defined by applicable legislation.
• Unlawful Activities: Downtime caused by DDoS attacks, illegal server activities, or terminations related to unlawful behavior.
• Client Internet Issues: Interruptions due to the Client’s own internet connectivity or infrastructure problems not attributable to RubyHost.
• Resource Exceedance: Downtime resulting from exceeding the resource limits allocated under the Client’s chosen plan.
• Fraudulent Claims: Claims that RubyHost determines to be fraudulent or made in bad faith.

5. Procedure for Claiming SLA Credit

To request an SLA credit or service extension, the Client must open a billing ticket within 7 days of the downtime incident. The ticket should include detailed information about the downtime and the affected service. RubyHost will review the claim and determine eligibility based on the criteria outlined above.

6. Limitation of Liability

RubyHost’s liability for any claims arising under this SLA shall not exceed the total amount paid by the Client for the affected service during the period of downtime.