Scope of Support

HostSentry stands behind our commitment to providing mission critical uptime for our products and services. HostSentry has established a “Scope of Support” which governs requirements service related support provided to our customers, as well as requirements met by you [the customer]:

  1. Your account must be in good standing and paid in full based on your payment agreement and term commitment
  2. You must submit a support request using an approved method; for example: customer support portal or via our support email address
  3. Outage compensation requests must be be submitted within 72 hours of the reported downtime using a support request
  4. All outage compensation requests will be tracked using a support request

 Service Level Agreements

Service Level Agreements (SLA) apply to customer accounts based on the products and or services you have purchased. We have outlined our typical SLA’s below:

  • Platform Outages
    • Our infrastructure is monitored 24 x 7 x 365 using redundant monitoring services and tools. While our hosting infrastructure is cloud-based and self-healing with high availability redundancy in place in the event out a platform outage (infrastructure), we act on these alerts as received within 15 minutes and work to resolve as soon as possible both internally and with external vendors. Typically, we respond much faster to support requests, but we have provided estimates below:
  • HostSentry Strata Platform
    • Standard, Professional, and Advanced Plans:
      • Initial Support Confirmation: ~ 6 Hours
      • Estimated Resolution Timeframe: ~ 24 Hours
    • Managed WordPress Hosting (Plans, Addons):
      • Customer Website Alerts: ~4 Hours
      • Initial Support Confirmation: ~ 6 Hours
      • Estimated Resolution Timeframe: ~ 24 Hours
  • HostSentry Enterprise Platform
    • Customer Website Alerts: Reference customized account Enterprise SLA
    • Initial Support Confirmation: Reference customized account Enterprise SLA
    • Estimated Resolution Timeframe: Reference customized account Enterprise SLA

External Services

HostSentry is not responsible for downtime related to external 3rd party services and such will not issue service credits or service refunds. We have provided an example of some 3rd party services, but this is not an exhaustive list. If you have questions regarding External Services, pleasse contact our support team.

  1. Premium DNS Services (Example: Verisign Premium DNS)
  2. WAF Services (Example: Cloudflare)
  3. 3rd Party Licensed Software
  4. Scheduled downtime or planned maintenance
  5. Interruption of service due to unpaid invoices, abuse notifications or violations of our terms of service or acceptable use policy.
  6. ISP or local connection problems
  7. Customer-controlled downtime
  8. Acts of Force Majeure

Scope of Support Updates

This Scope of Support document is subject to planned change at the sole discretion of HostSentry and will be updated and relfected on this page. Any changes made to this Scope of Support document will take effect 72 hours after the most recent publication.

 

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HostSentry stands behind our commitment to providing 99.9% network uptime given that the following requirements are met by you [the client]:

  1. Your account must be in good standing and paid in full based on your payment agreement
  2. You must submit a ticket through our billing support portal (support portal link)
  3. All requests must be submitted within 72 hours of the reported downtime
  4. All requests must contain a ticket number of the service interruption

SLA credit is not guaranteed and is at the sole discretion of HostSentry, An Untied Media LLC Company. As such we will always provide and work with the customer to provide an appropriate solution to an outage or network degradation issue that falls within our network or support structure.

HostSentry is not responsible for downtime related to the services listed below and as such will not issues credits or service refunds for the following:

  1. Internal services such as MySQL, Apache, PHP, etc.
  2. External services such as Premium DNS, Cloudflare, Licensed Software, etc.
  3. Scheduled downtime or planned maintenance
  4. Interruption of service due to unpaid invoices, abuse notifications or violations of our terms of service or acceptable use policy.
  5. ISP or local connection problems
  6. Customer-controlled downtime
  7. Acts of Force Majeure

This SLA is subject to planned change at the sole discretion of HostSentry and will be updated on the web site. Any changes made to this SLA will take effect 72 hours after the most recent publication.

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