Websites availability is guaranteed by LLHost Inc according to the special agreement for the expected service level SLA (Service Level Agreement).
For the websites on our servers our company guarantees quality indicators of the next level:
1. Hosting Site Availability. Average server operation time for a month is not less than 99%.
2. Hosting Server Packet Loss. Guaranteed loss level is not more than 0.2% of packets.
3. Hosting Fault Reporting - not longer than 15 minutes.
4. The time from accident to its eliminating by the support team is not longer than 12 hours.
5. Response time for the complete elimination of the non-critical server fault by the tech stuff is less than 1 working day.
6. Planned Hosting Outages. We periodically perform scheduled maintenance of our servers and routers. LLHost Inc sends notifications via email about such activities in advance, not later than 5 days prior to their start.
7. The time from your appeal to the support department until receiving response is not longer than 10 minutes on workdays (Monday-Friday from 9 to 18 GMT+2) and not longer than 60 minutes during and emergency. In support department response you'll get estimated time of problem elimination, additional information request or problem elimination notification.
8. Compensation. If the quality of serving website differs from that given in paragraphs 1, 2, 3 and 5 SLA, Customer is entitled to claim for the service refund for the time of server downtime from LLHost Inc. The decision about compensation is taken by the 1Dedic.com project manager in LLHost Inc.