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
- POP3
- IMAP
- IMAPS
- 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.
*
Due to current technical limitations, in the event of a short-lived
failure, the MySQL and PostgreSQL databases will be mounted in
"read-only" mode as the primary server reboots. Errors returned
by SQL queries requiring write access, under these 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.
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