Service Level Agreement

Service Level Agreement (ALS)

Company: ProHoster
Website: https://prohoster.info

This Service Level Agreement (hereinafter referred to as the Service Level Agreement) SLA ) defines guarantees of service availability, service quality indicators, the response procedure for the support service, as well as the conditions for providing compensation to the company's clients ProHoster.

This document is an integral part Terms of Service.

1. Terms and Definitions

• Services — hosting services, VPS/VDS, dedicated servers and other services provided ProHoster.
• Uptime — percentage of time of service availability per calendar month.
• Downtime — the period during which the service is unavailable due to fault ProHoster.
• Customer - an individual or legal entity using the services ProHoster.
• Planned work — pre-planned technical work.

2. Uptime guarantee

ProHoster guarantees the following level of service availability:

Uptime is calculated based on a calendar month.

3. Exceptions to uptime calculation

In consideration of downtime not included the following cases:

• scheduled maintenance work (with prior notice);
• urgent unscheduled technical work;
• accidents and force majeure circumstances (DDoS attacks, natural disasters, outages at upstream providers);
• client actions (configuration errors, AUP violation, malware);
• suspension of services due to violations Terms of Service, AUP or Abuse Policy;
• problems with third-party software or services not managed by ProHoster;
• due to factors beyond our reasonable control (such as natural disaster, war (martial law), terrorist acts, riots, governmental actions, or failure of a network or device outside of our data centers).

4. Scheduled technical work

4.1. Planned work can be carried out for:

• software updates;
• security improvements;
• infrastructure modernization.

4.2. Clients are notified of scheduled work in advance (where possible) via:

• client panel;
• email notifications;
• official site.

5. Responsibilities ProHoster

ProHoster undertakes to:

• maintain the infrastructure in working order;
• take reasonable steps to prevent disruptions;
• provide network and equipment monitoring;
• respond promptly to incidents;
• provide basic protection against network attacks (depending on the service).

6. Client's responsibilities

The Client undertakes to:

• follow Terms of Service, AUP and Abuse Policy;
• independently ensure the security of your data;
• use the services for lawful purposes;
• notify support about problems in a timely manner;
• keep contact information up to date.

7. Compensation and Service Credits

In case the guaranteed uptime level was not achieved due to the fault of ProHoster, the client can request loan for services (service credit).

7.1 Amount of compensation

Compensation is provided only in the form of loans, and not a cash refund.

7.2. Conditions for receiving compensation

• the request must be submitted within 7 days of the incident;
• the request is made through the ticket system;
• compensations are not cumulative;
• The SLA does not apply to discounted services, trial periods, or free services.

8. Limitation of liability

ProHoster is not responsible for:

• indirect or lost benefits;
• loss of customer data;
• stopping the client's business;
• actions of third parties;
• non-infrastructure related software errors ProHoster.

Maximum responsibility ProHoster is limited to the amount paid by the client for the relevant billing period.

9. SLA Changes

ProHoster reserves the right to change this SLA. The current version is always published on the official website and takes effect upon publication.

10 Applicable Law

This SLA is governed by applicable international law and the laws of the jurisdiction of the company's incorporation. ProHoster.

11. Contact Information

For questions about SLA and quality of service:

Website: https://prohoster.info
Personal Area: https://billing.prohoster.info
Email: support@prohoster.info