Service Level Agreement

1 . Coverage and Terminology

This Service Level Agreement (SLA) applies to you ("customer") if you currently hold a Shared Web Hosting, Reseller Hosting, VPS Server or Dedicated Server account with GoCreations (the "Services") and your account is current.

As used herein, the term "Web Site Availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer's Web site is available for access by third parties via HTTP and/or HTTPS, as measured by GoCreations

2 . Service Level

a. Network
We guarantee that our data centre network will be available 100% of the time in a given month, excluding scheduled maintenance. The data centre network means the portion of the GoCreations network extending from the outbound port of our switch to the outbound port of the data centre border router and includes GoCreations managed switches, routers, and cabling.

b. Shared and Reseller Hosting:
GoCreations guarantees that in the event of a hardware failure your hosting account will be moved to an alternative server and be available within 4 hours of us identifying the problem. In the event that this guarantee is not met, GoCreations will issue a credit according to the schedule in section d below.

c. Managed VPS and Dedicated Servers:
GoCreations guarantees that in the event of a hardware failure the faulty hardware will be replaced within 2 hours of us identifying the problem. In the event that this guarantee is not met, GoCreations will issue a credit according to the schedule in section d below.

d. Remedy:

Subject to Sections 3 and 4, if the availability of any of the above services is less than 99% in any given month GoCreations will issue a credit to customers in accordance with following schedule, with the credit being calculated on the basis of the monthly service charge for the affected services:

Website Availability* Credit Percentage
99% - 100% 0%
95% - 98.9% 10%
90% - 94.9%
89.9% or below

3. Exceptions

Customers shall not receive any credits under this service level agreement in connection with any failures or deficiency of Web Site Availability caused by or associated with:

a. circumstances beyond GoCreations reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain supplies, or power used in or equipment needed for provision of this SLA;
b. attacks by viruses or hackers, including Distributed Denial of Service (dDoS) attacks against GoCreations network;
c. failure of access circuits to the GoCreations Network, unless such failure is caused solely by GoCreations;
d. scheduled maintenance and system upgrades, or emergency maintenance;
e. DNS issues outside the direct control of GoCreations;
f. issues with FTP, POP, IMAP, or SMTP customer access;
g. false SLA breaches reported as a result of outages or errors of any GoCreations measurement system;
h. customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., PHP, Perl, HTML, etc), any negligence, wilful misconduct, or use of the Services in breach of GoCreations Terms and Conditions and Acceptable Use Policy;
i. e-mail or webmail delivery and transmission;
j. DNS (Domain Name Server) Propagation.
k. outages elsewhere on the Internet that hinder access to your account. GoCreations is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. GoCreations will guarantee only those areas considered under the control of GoCreations: GoCreations server links to the Internet, GoCreations routers, and GoCreations servers.

4. Credit Request and Payment Procedures

In order to receive a credit, customer must make a request for credit by email to GoCreations. Each request in connection with this SLA must include customer's account number and the dates and times of the unavailability of customer's Web site and must be received by GoCreations within ten (10) business days after customer's Web Site was not available. If the unavailability is confirmed by GoCreations, credits will be applied within two billing cycles after GoCreations receipt of customer's credit request.

Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by GoCreations and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Web Site Availability of customer's Web site.

5. Maintenance Procedure

a. GoCreations will do its best to announce any scheduled maintenance at least 24 hours ahead of time.
b. GoCreations reserves the right to perform emergency maintenance without any prior notification, should it be deemed necessary to protect and maintain the security and integrity of the server.

6. Support Guarantee

a. 15 minute rapid response

Should you have a problem with your hosting account or server, rest assured that a qualified engineer will be working on the problem within 15 minutes of us being notified.

In the rare event that your problem cannot be solved within 15 minutes you will be notified by telephone, text message or email. We will provide a detailed overview of the issue and let you know when it will be resolved.

b. 24/7 reboot

For VPS and dedicated server customers, we will reboot your server 24 hours a day without any cost to you if a problem is detected.

c. 24 hour emergency support

We guarantee our support staff are available seven days a week, 365 days a year for 24 hour emergency support.

d. Backup service

We guarantee your data is backed up on our remote backup server and retained for at least 7 days. We guarantee to be able to restore a single file, full account or a whole server within an hour of receiving the request from our customer.

* We monitor all of our servers and services from 2 independent locations, a failure is counted when both locations are unable to connect to a remote server within a 5 minute period.