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Service Level Agreement
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Service Level Agreement

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Client agrees that by placing an order either by means of electronic ordering (web order form) or submitting a written contract, and receipt of such order by Webgate Technologies, that you are agreeing to our Terms of Services, Acceptance Policy and Service Level Agreement. No Modifications of said contract by customer is allowed.


Coverage :

The Webgate Technologies Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of Webgate Technologies Shared web hosting, Reseller web Hosting, Virtual Private Servers , Dedicated server, co-location, e-commerce, and dial-up/dedicated access services.

Service Level :

Webgate Technologies strives to have network connectivity available for http access by third parties 99.9% of the time ["Web Site Availability"].

Uptime Guarantee :

Webgate Technologies offers a service uptime guarantee for the Services of 99.9% ("Service Uptime") of available time. If Webgate Technologies fails to maintain this level of service availability i.e delivering 99.9% service uptime, then credits will be made available to each client, upon request, on a case by case basis. Webgate Technologies does not credit a full month's service for minor downtime. In extreme circumstances, Webgate Technologies may distribute full month credits, but this is dealt with on a case by case basis, but this credit is not available for our dedicated hosting clients and the customers who have been in payment arrears.

  • Credit of 25% of payment for 95% to 99.4% of service downtime.
  • Credit of 50% of payment for 90% to 94.9% of service downtime.
  • Full Credit of payment if the service downtime greater than 89.9% of service downtime.

Exceptions :

  • Failure of hardware, unless such hardware is within sole control of Webgate Technologies Web Hosting.
  • Failure of access circuits to the Webgate Technologies Web Hosting Network, unless such failure is caused solely by Webgate Technologies.
  • Scheduled maintenance and emergency maintenance, installations and upgrades.
  • DNS issues outside the direct control of Webgate Technologies.
  • Issues with customer’s Internet access or with the Internet Service Provider.
  • DNS Propagation – The propagation time for resolving the Name Servers.
  • Outages elsewhere on the Internet that hinder access to your account or services. Webgate Technologies is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. Webgate Technologies will guarantee only those areas considered under the control of Webgate Technologies.

Storage and Security :

At all times, you shall bear full risk of damage and loss to your website and all of your website content. You are entirely responsible for maintaining the confidentiality of your password and account information. You agree you are solely and exclusively responsible for all acts, omissions and use under and charges incurred with respect to your account or password or in connection with the Site or any of your web site content displayed, transmitted, linked through or stored on the Server. You shall be also being solely responsible for undertaking measures to:

  • Maintain independent archival & backup copies of Your site content.
  • Ensure the confidentiality, security and integrity of all Your site content transmitted through/stored on our servers.
  • Ensure the confidentiality of your password.
  • Prevent any damage/loss to Your site content.

FTP Backup :

You agree and acknowledge that from time-to-time the FTP Backup services may be inoperable or inaccessible for any reason, including without any limitations whatsoever as follows,

  • Periodic repairs or maintenance procedures that Webgate Technologies may undertake from time to time.
  • Equipment mal-functioning’s.
  • Causes beyond control of Webgate Technologies including, without limitation, failure, interruption of digital transmission or telecommunication links, network congestion, hostile network attacks, or other failures.

Hardware :

We guaranteed that the functioning of all server hardware components will be replaced within maximum of 30 minutes at no extra cost if any hardware fails. Hardware including the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Hardware replacement will begin once we or our solar monitoring system identify the cause of the problem.

Limitations :

Online issues and problems occur constantly. There might be occasions when you are unable to access your website or any other service. This is not necessarily due to Webgate Technologies. Possibly your Internet Services Provider (ISP) is experiencing technical difficulties, or there might be a routing problem between your ISP and Webgate Technologies, making communication difficult or even impossible. We cannot bear the responsibility of such problems and are not at all liable to lend ourselves to redressals of any sort. Our team of monitoring agents determines the uptime of our service, and not any single client's experience.

Note : We reserve the rights at our discretion to make changes to this policy at any time. Please review this page periodically for changes. If you have any queries concerning the above stated terms and conditions then please feel free to contact us.

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