Service Level Agreement (SLA)
PoundHost offers a 14-day 100% Money Back Guarantee for co-location - If PoundHost fails to provide a full, error-free high-quality service, we will be happy to refund 100% of your monthly fee (this excludes any postage or collection charges, and extra hardware or software bought for you by PoundHost. It also excludes software faults caused by the customer and domain name registrations.).
One Month Contract unless otherwise stated - No more lengthy contracts tying you into paying for a service you may no longer require.
Please inform us ONE MONTH before you intend to cancel.
Cancellation requested should be sent to Billing@PoundHost.com and a Support Ticket should also be raised.
The Service Level Agreement will apply to you if you have registered for services with PoundHost and you are in good financial standing with us.
Every customer benefits from the following SLA guidelines:
Data Transmission SLA details including latency
- 99.9% SLA Uptime
- < or = 40ms European latency
- < or = 130ms USA latency
- < 0.01% packet loss
Should our network performance (packet loss and/or latency) fall below the above mentioned specifications credit up to 5% of the monthly total will be awarded. As mentioned, our SLA base level is 99.9% uptime. Should the network fall below this level for any reason other than planned maintenance or network attacks, we will offer the following credits:
- 95% to 99.8% = 10% monthly credit of the server affected
- 90% to 94.9% = 25% credit of the server affected
- 89.9% or below = 40% credit of the server affected
SLA uptime details are monitored by Alertra statistics. We can provide a 30-day outage log upon request.
