Service Level Agreement

We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations. The following is a summary of the kinds of levels of service that RelateHost offers its customers to ensure maximum availability and performance. Please contact customer support for additional information and terms regarding the RelateHost SLAs.

Network Uptime

We guarantee that our network will be available 99.9% of the time. If we incur an outage to the RelateHost network, RelateHost will credit the affected customer. Our Network Uptime SLA consists of 4 parts:

Global Internet Connectivity - This includes connectivity from the RelateHost network to the outside Internet.
Private Network Connectivity - This includes connectivity between the privately routed network within our detacenter Networks. (Private Back-End Tunneling).
Power - This includes the power which powers the servers in the data center


Hardware SLA

We guarantee the proper function of a customer’s leased hardware components provided by RelateHost and will replace any failed component at no cost to the customer. The replacement process will begin when the cause of the problem has been determined. Hardware replacement is guaranteed to take no more than 4 hour.

Current Generation - All current generation hardware that fails in whole or in part qualifies for our 4 hour SLA. This SLA is only valid after the problem has been confirmed to be faulty hardware.
Immediate Prior Generation - SLA for the immediate prior generation hardware ("End of Life" or "End of Sale") is based on our best efforts, without time limit, and is subject to repair or replacement hardware being commercially available.
Older Prior Generation - For older prior generation hardware, our SLA is best efforts and limited to replacement hardware on hand.
Hardware Not Currently Offered - Any hardware that is not currently offered on our order page is ineligible for SLA.


Shared, Reseller Hosting

RelateHost guarantees a 99.9% network and server uptime. If in any given month we fail to meet this guarantee a credit may be issued to a RelateHost customer.


Terms and Conditions

  • RelateHost offers SLA credits for use in future billing cycles only. SLA credits are non-transferrable in any way. SLA credits may not be exchanged for currency of any kind.
  • SLA credit is calculated from the time a ticket is opened regarding the issue to the time the issue is resolved.
    Any Customer account not in good standing on payments is not eligible for SLA credit.
    Any Customer server disconnected due to violation of the AUP/TOS is not eligible for SLA credit.
    All SLA claims must be made with the sales department, and will be issued as account credits.
    Any Customer making false SLA credit claims may be charged a $50 administrative fee per offense.
    All SLA claims must be made within seven days of the network downtime. SLA credits may take up to 15 days to authorize, process, and post to the Customer account. SLA credits may not exceed the full monthly amount of the server they are being applied to.
    SLA credit claims can only be made by an authorized user on the account. All other unauthorized claims will be denied.
    SLA credits may not be stacked, i.e. claiming SLA credit on both uplink downtime, as well as power downtime during the same incident.
    In no way does the RelateHost SLA include software of any sort. Operating system reloads do not qualify in any way for an SLA credit.
    Faulty hardware qualifies for the Hardware SLA only when 4 hours have passed from the time that a RelateHost Technician has officially diagnosed the problem as being caused by faulty hardware. Until diagnosis is confirmed, the Hardware SLA is inactive.
    Hardware upgrades are eligible for the Hardware SLA only after 4 Hours from the scheduled (between Customer and support) time for repair passes.
    All hardware upgrades must be scheduled with support in order to be eligible for the Hardware SLA. Immediate, or "as soon as possible" hardware upgrades are not eligible for the Hardware SLA.
    Any failure outside of the RelateHost network itself, including bandwidth carrier outages, are not eligible for SLA credit.
    Scheduled maintenance of RelateHost network is not eligible for any form of SLA credit.
    Acts of God, including weather, natural disaster, or any other disaster outside of the control of RelateHost are not eligible for SLA credit.
    The RelateHost SLA is subject to change or revision without notice