Created: June 19, 2014
Last Updated: October 12, 2018

Welcome to the 452 Impact, Inc dba 452Hosting.com website here after referred to as: (“website, us, we, , our, 452Hosting, 452, company, the company”). We ask that you read the following Service Level Agreement Terms, which constitute an SLA Guarantee Agreement that covers your website or server Up-Time. We ask that you pay special attention all provisions. By signing up for an account and by accessing, viewing, or using this Agreement, you acknowledge that you have read, understand, and agree with these SLA Agreement Terms. If you do not wish to be bound by these terms, please do not sign up for web hosting services on this Website.

SLA Overview

452Hosting provides an industry-leading Service Level Agreement (SLA) to our customers which includes:

30 Minute Hardware Replacement Guarantee
100% Network Uptime Guarantee
30 Minute Initial Response Guarantee
If for any reason we fail to meet our SLA commitments, you will receive a credit for 20 times (2,000%) the actual amount of time you were affected.

100% Uptime Guarantee

452Hosting guarantees network uptime to be 100%. This guarantee assures that all major routing devices within our network are reachable from the global internet 100% of the time. The 100% uptime guarantee applies to any 452Hosting web hosting services client in good financial standing with the Company at the time of a service outage.

(2.) Service Level Agreement & Specifications 452Hosting endeavors to have the content of your website available for http access by any party in the world 100% of the time. Network downtime (unavailability) is defined as 100% packet loss from 452 to its backbone providers. Downtime is measured past 10 minutes after notification of network failure via 452's regular contact methods (phone, support ticket, or email). If the ticketing system or email itself is unreachable, the ticket must be started by calling 452Hosting. The Companies administrators will determine the end of the downtime by a trace-route to the customer's machine from outside the 452Hosting network.

Network SLA Exclusions

Many possible situations are completely beyond the control of the Company, and therefore are not in the scope of this SLA.

These situations include:

1- Scheduled Network Maintenance - Occasionally network maintenance will be required. 452 will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the e-mail address we have on file. Scheduled maintenance periods are not eligible for SLA credits.
2- Hardware Maintenance - On rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. 452 will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
3- Software Maintenance - An important part of managing a Dedicated Server is keeping the software up to date. If you choose to have 452 manage your server, occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
4- Malicious Attacks - If a third party not associated with 452 initiates a (Denial of Service) or other form of disabling attack against your Dedicated Server or major portions of our network, 452 will do everything in its power to stop the attack, but cannot guarantee a resolution time.
5- Legal Actions - In the case that a legal action is taken against a customer of 452 and the Company is required to act in accordance with the order, 452 shall not be responsible for any SLA damages.
6- cPanel Issues - If you choose to run cPanel and Web Host Manager on your Dedicated Server, the default install will be configured for automatic updates of cPanel related software. On occasion, one of these automatic updates could adversely affect all or part of the cPanel related software on your server. 452hosting will do whatever is necessary to fix any cPanel related problems, but cannot guarantee a resolution time.

Response Time SLA’s

452Hosting fully-managed and core-managed customers are covered by three types of initial response time guarantees:

Help Desk Initial Response Time Guarantee (30 Minutes)
Phone Answer Time Guarantee (59 Seconds)
LiveChat Initial Response Time Guarantee (59 Seconds)

(a) The Help Desk Initial Response Time Guarantee (30 Minutes) - Means that when you submit a trouble ticket via our help desk system you are guaranteed a response from a 452 Support Agent within thirty minutes. If 452 fails to respond within thirty minutes, you will be credited 10 times the amount of time exceeding our SLA commitment. That means that if your ticket goes 1 hour past our stated initial response time guarantee, your account will receive a 10 hour hosting credit.

(b) Phone Answer Time Guarantee (59 Seconds) - We guarantee that a live 452 Support Agent will answer your phone call within 59 seconds from the time you select the department you wish to speak with. If 452 fails to respond within fifty nine (59) seconds, you will be credited 10 times the amount of time exceeding our SLA commitment. That means that if your phone call goes 6 minutes past our stated initial response time guarantee, your account will receive a 1 hour hosting credit.

(c) LiveChat Initial Response Time Guarantee (59 Seconds) - We guarantee to have a live 452 Support Agent answer your LiveChat within 59 seconds after selecting the department and accurately completing the pre-chat survey questions. If 452 fails to respond within fifty nine (59) seconds, you will be credited 10 times the amount of time exceeding our SLA commitment. That means that if your LiveChat goes 6 minutes past our stated initial response time guarantee, your account will receive a 1 hour hosting credit.

Compensation

All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer’s monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of 452Hosting Terms of Service, the Acceptable Usage Policy, Privacy Policy, or if the account is in default of payment. Duplication of SLA compensation is not allowed. Only one SLA credit may be given per incident. For example: if a network outage SLA event and a phone SLA event happen simultaneously. SLA compensation will only be given for one of the events.

452Hosting utilizes some third party services to provide responses to customers. These include, but are not limited to, our LiveChat system. If a third party system’s failure prevents 452Hosting from honoring the Response Time SLA requirements the SLA event will be ineligible for compensation.

Network SLA Remedy

In the event that 452Hosting does not meet this SLA, Dedicated Hosting clients will become eligible to request compensation for downtime reported by service monitoring logs. If 452 is or is not directly responsible for causing the downtime, the customer will receive a credit for 20 times (2,000%) the actual amount of downtime. This means that if your server is unreachable for 1 hour (beyond the 0.0% allowed), you will receive 20 hours of credit.

All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer’s monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of the 452Hosting Terms of Service, the Acceptable Usage Policy, Privacy Policy, or if the account is in default of payment.

Hardware Replacement Service Level Agreement

The Company guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 30 Minutes of identifying the problem. In the event that this guarantee is not met, the Company will issue a credit for ten times the actual amount of additional downtime recorded by service monitoring logs.

The amount of compensation may not exceed the customer’s monthly recurring charge. This guarantee does not include the time it requires to perform additional software related maintenance, including rebuilding web accounts from backups, cloning hard drives, reloading the operating system, reloading and configuring applications, or rebuilding RAID arrays.