Service Level Agreement
This Agreement applies to the use of the Csoft.net hosting service and any related products and services (collectively the "Service").

Rules

Should Csoft.net fail to attain the guaranteed availability or the defined response times, Csoft.net will return the monthly fixed amount paid for the Service if requested by the customer within 30 days after the event. Excluded are case in which the customer is responsible for, and acts of Nature.

The Service Level Agreement does not cover services not run by Csoft.net.

Availability

The availability is measured by the availability of the following services:

  • HTTP / HTTPS
  • SMTP / SMTPS
  • IMAP / IMAPS
  • POP3 / POP3S
  • DNS
  • Database service (*)

The availability is measured by Csoft.net in the local network. Csoft.net guarantees a monthly availability of 100%.Response times greater than 10 seconds are treated as failure.

*In the event of a short-lived failure, the MySQL and PostgreSQL databases may be mounted in "read-only" mode while the primary server reboots. Errors returned by SQL queries requiring write access, under those circumstances, shall not be considered an interruption of service.

Should the guaranteed availability not be attained, Csoft.net will return the fixed monthly amount for the hosting package in question.

Excluded are:

  • Unavailability caused by the customer himself
  • Unavailability caused by actions taken by customer request
  • Acts of Nature

Response time

The web server's response time is measured by Csoft.net inside the local network. Csoft.net guarantees that 95% of all successful measurements are below 50ms.

Should the guaranteed response time not be attained, Csoft.net will return the calculated daily amount based on the fixed monthly amount for the hosting package in question.