Server Service Level Agreement

PLEASE READ THE FOLLOWING AGREEMENT CAREFULLY BEFORE RENTAL OF ANY DEDICATED SERVER OR VPS FROM JOUDISOFT.

We guarantee 99.99% network availability in a given month for our Virtual Private Servers and Dedicated Servers, as measured by our internal monitoring systems and excluding scheduled maintenance.
We aim to fix any network issues within 12 hours, and in the unlikely event we fail to meet this promise, you can claim account credit to the value of 1 day of your monthly server fee for each 3 hour of infrastructure downtime, up to 30 days.
To claim your credit, please submit a ticket to our Customer Services team from within your Heart Internet Customer Area. Any credit due will be allocated to your account and can be used towards future billing charges.
We also guarantee the functioning of all hardware components and will replace any failed component at no cost to you. Hardware means the processor(s), RAM, hard disk(s), motherboard, NIC card, and other related hardware included with the server. Once the hardware is identified as being the cause of the issue, it will be replaced within three hours of the diagnosis. If no spare components are available, the machine will be replaced in its entirety.
You are responsible for backing up all your data.
Our Service Level Agreement does not cover the following circumstances:
- Any events beyond the reasonable control of Heart Internet, including, but not limited to, fire, flood, virus attacks and hacking, or failure of third-party software
- DNS issues outside our direct control
- Any customer actions that lead to technical issues, including, but not limited to, custom scripts or coding, third-party software installed by the customer, wilful misconduct, or breaches of our terms and conditions
- Upgrades, scheduled maintenance, or emergency maintenance