WebSols Service Level Agreement

WebSols Pakistan is proud to offer an exceptional level of performance, reliability, and service. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA) which provides certain rights and remedies regarding the performance of the WebSols Pakistan network. The WebSols Pakistan Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of WebSols Pakistan web hosting, reseller, dedicated server, co-location, e-commerce, and vps services.

 

Uptime Guarantee

WebSols Pakistan strives to maintain a 99.9% network and server uptime service level for International Datacenter and 99.5% network and server uptime service level for Pakistan Datacenter. This uptime percentage is a monthly figure, and is calculated solely by WebSols Pakistan monitoring systems or WebSols Pakistan authorized/contracted outside monitoring services. If WebSols Pakistan fails to meet it’s 99.9% or 99.5% respective uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case by case basis. WebSols Pakistan will credit a full month’s service. Details on how credit amounts are calculated can be found below.

 

Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the WebSols Pakistan network caused by or associated with:Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, “Acts of God” (ie…fire, flood, earthquake, tornado, etc…), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level AgreementTelco Failure (ie…cutting a fiber line somewhere)Backbone peering point issues, Scheduled maintenance for hardware/software upgrades DNS issues not within the direct control of WebSols Pakistan, Client’s acts or omissions, including without limitation, any negligence, willful misconduct, or use of WebSols Pakistan service(s) in breach of WebSols Pakistan Policy and Service Guidelines (AUP), by Client or others authorized by Client.

 

Measurement​

WebSols Pakistan will periodically (on average every 10 minutes) monitor WebSols Pakistan network and server availability using software and hardware components capable of measuring application traffic and responses. Client acknowledges that that such measurements may not measure the exact path traversed by Client’s internet connection, and that such measurements constitute measurements across the WebSols Pakistan network but not other networks to which Client may connect. WebSols Pakistan reserves the right to periodically change the measurement points and methodologies it uses without notice to Client.

 

Hardware Failure​

WebSols Pakistan stands behind all equipment on our network. Faulty hardware is rare, but cannot be predicted nor avoided. WebSols Pakistan utilizes only name brand hardware of the highest quality and performance. WebSols Pakistan will replace all faulty hardware affecting performance levels of equipment within 6 hours, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within two hours of problem identification. Router failure is an exception to this SLA guarantee, and may require on-site Cisco™ engineers or backbone provider emergency personnel to correct the problem. Router failure is governed by current WebSols Pakistan contracts with Cisco™ and backbone providers in regard to the emergency repair service in case of such an issue. WebSols Pakistan will replace all faulty hardware on dedicated servers (rented or leased servers), at no charge to the Client, with an unlimited free replacement policy. This includes parts ordered as upgrades.

 

Credits

Credit requests must be made on the WebSols Pakistan web site, by emailing to support@websols.pk. Each request in connection with network/server outages/downtime must be received by WebSols Pakistan within five days of the occurrence. The total amount credited to a Client for WebSols Pakistan not meeting SLA service levels will not exceed the service fees paid by Client WebSols Pakistan for such services for the period in question.Each validly requested credit will be applied to a Client invoice within 30 days after WebSols Pakistan receipt of such request. Credits are exclusive of any applicable taxes charged to Client or collected by WebSols Pakistan. Upon Client’s request (in accordance with the procedure set forth below), WebSols Pakistan will issue a credit to Client for network/server outages/downtime occurring during any calendar month that are reported by Client to WebSols Pakistan and confirmed by WebSols Pakistan measurement reporting. Such credit will be equal to one MONTH’s worth of service.

Service Credits are calculated as a percentage of the total Fees paid by You (excluding one-time payments) for the individual WebSols Pakistan Service for the calendar month in which the Unavailability occurred in accordance with the schedule below.

Account Cancellations​

Your account can be cancelled ONLY by submitting secure service cancellation form. Other methods of cancellation are not valid. Once the form submitted account will be cancelled within 60 minutes or as per form submitted.

Technical Support Availability

WebSols Pakistan’s technical support team is available 24 hours a day, 7 days a week to assist with any issues or concerns related to the hosting services provided. We provide each customer of WebSols Pakistan with a dedicated account manager who will be available to assist with any delays or issues related to support. The account manager can be contacted via phone call, email, or WhatsApp. We respond to any support ticket raised by the customer within 1- 2 hours of receipt. However, our average response time is within 30 minutes.

Escalation Process

If a customer’s issue is not resolved within the given timeframe, the issue will be escalated to a higher level of technical support. We will keep the customer of WebSols Pakistan informed of the status of their issue until it is resolved.

General​

WebSols Pakistan reserves the right to change or modify this SLA to benefit the Client, and will post changes to location currently housing this SLA at time of modification, which will be made available to Client. Except as set forth in this SLA, WebSols Pakistan makes no claims regarding the availability or performance of the WebSols Pakistan network or servers. Specific terms/points of this SLA may be adjusted on a case by case basis by the specific Service Agreement signed/agreed by client. In case of difference terms/points in SLA and Service Agreement, the Service Agreement terms/points prevail over this general SLA policy. The Service Agreement signed/agreed by client, is above and beyond this SLA, and Service Agreement terms are in effect, including, but not limited to, limitations of liability.

By agreeing to this SLA, the customer of WebSols Pakistan acknowledges that they have read and understood the terms and conditions of our hosting services, and agrees to abide by them.