
The quality commitment offered to web hosting services
This quality commitment or SLA (Service Level Agreement) applies to the entire range of services offered by Hostico.
By "uptime" we understand the annual percentage in which the website is available to be accessed from a neutral location via HTTP.
Uptime is measured by Hostico's monitoring systems.
We guarantee an uptime of 99.9% with the aim of reaching 100% for each client's websites.
If this value falls below 99.9% uptime, the downtime will be proportionally compensated on the next invoice:
Uptime/Percentage
- 99.0% - 99.8% : 5%
- 98.0% - 98.9% : 10%
- 95.0% - 97.9% : 20%
- 90.0% - 94.9% : 50%
- 0.00% - 89.9% : 100%
The downtime period is calculated based on the billing cycle of the last paid proforma using the following formula: [Number of Downtime Hours / (Paid Days * 24)] * 100
In the case of servers where the client assumes responsibility for management, the quality commitment will refer only to the availability of network connectivity of the equipment.
Hostico will use its technical, commercial, and organizational methods to provide functional services 24 hours a day, 7 days a week. Customers acknowledge that, temporarily, services may be inaccessible or inoperative for various reasons, including periodic maintenance procedures or upgrades ("Planned maintenance operations"). Hostico will notify customers at least 48 hours prior to performing maintenance operations that may last longer than 15 minutes and will use all technical and commercial means to minimize these interruptions, inaccessibilities, or inoperabilities of its servers.
Customer accounts will not be credited under this quality commitment if any error or website malfunction is caused or generated by:
- malfunctioning of services due to causes that are not under Hostico's control or that cannot be foreseen by Hostico
- interruption of telecommunications or digital transmission lines, attacks on networks, network congestion, or other failures
- wars, earthquakes, natural disasters - fire, viruses, hackers, crackers
- the improper functioning of software provided by another source (free scripts, e-commerce software, or online payment processors)
- DDoS, embargoes, actions of the authorities.
- hardware failures
- issues related to DNS or other problems that cannot be controlled by Hostico
- client access issues with FTP, POP, IMAP, SMTP, DNS, WEB
- software dysfunctions caused by the actions of the client / its employees or other third parties intervening on them
- actions or omissions of the client, its employees, or third parties who access the services provided by Hostico and intervene upon them, regardless of whether they have the client's consent or not
Credit of accounts is carried out in percentages, based on recurring fees, consisting of discounts applied to the following issued invoices.