Fully managed support designed to enhance your web hosting experience.
Xweb Hosting's Xweb Support® provides 24/7/365 access to level 3 engineers by phone or email, state of the art infrastructure engineered for complete reliability, software hardening to protect the integrity of your server, proactive monitoring and service restoration, complete user level tools for monitoring the health of your server, and if anything was to go wrong - a 100% up-time SLA.
Xweb Hosting Support provides our clients confidence and peace of mind through complete reliability, engineer accessibility and proactive service restoration.
Hardware Replacement
Service Level Agreement
Xweb Hosting guarantees that in the event
of a dedicated server hardware failure, the faulty
hardware will be replaced within 30 Minutes
of identifying the problem. In the event that this
guarantee is not met, Xweb Hosting will issue a
credit for ten times the actual amount of additional
downtime. The amount of compensation may not exceed
the customer's monthly recurring charge. This
guarantee does not include the time it requires to
perform additional software related maintenance,
including rebuilding web accounts from backups,
cloning hard drives, reloading the operating system,
reloading and configuring applications, or
rebuilding raid arrays.
Network Uptime Service
Level Agreement
Xweb Hosting guarantees network uptime to be 100%.
This guarantee assures that all major routing
devices within our network are reachable from the
global internet 100% of the time.
Network SLA Exclusions
Many possible situations are completely beyond the
control of Xweb Hosting, and therefore are not in
the scope of this SLA. These situations include:
- Scheduled Network Maintenance - occasionally network maintenance will be required. Xweb Hosting will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file. Scheduled maintenance periods are not eligible for SLA credits.
- Hardware Maintenance - on rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. Xweb Hosting will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
- Software Maintenance - an important part of managing a dedicated server is keeping the software up to date. If you choose to have Xweb Hosting manage your server, occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
- Malicious Attacks - if a third party not associated with Xweb Hosting initiates a "Denial of Service" or other form of disabling attack against your Dedicated Server or major portions of our network, Xweb Hosting will do everything in its power to stop the attack, but cannot guarantee a resolution time.
- cPanel Issues - if you choose to run cPanel and Web Host Manager on your Dedicated Server, the default install will be configured for automatic updates of cPanel related software. On occasion, one of these automatic updates could adversely affect all or part of the cPanel related software on you server. Xweb Hosting will do whatever is necessary to fix any cPanel related problems, but cannot guarantee a resolution time.
Network SLA Remedy
In the event that Xweb Hosting does not meet this
SLA, Dedicated Hosting clients will become eligible
to request compensation for downtime. If Xweb
Hosting is or is not directly responsible for
causing the downtime, the customer will receive a
credit for 10 times
( 1,000% )
the actual amount of downtime.
This means that if your server is unreachable for 1
hour (beyond the 0.0% allowed), you will
receive 10 hours of credit.
All requests for compensation must be received
within 5 business days of the incident in question.
The amount of compensation may not exceed the
customer's monthly recurring charge. This SLA does
not apply for any month that the customer has been
in breach of Xweb Hosting Terms of Service or if the
account is in default of payment.
Response Time SLA
Xweb Hosting's managed customers are covered by our
thirty minute initial response time guarantee. That
means that when you submit a trouble ticket via our
PIMS help desk system you are guaranteed a response
from a Xweb Support® technician within thirty
minutes. If Xweb Hosting fails to respond within
thirty minutes, you will be credited 10 times the
amount of time exceeding our SLA commitment. That
means that if your ticket goes 1 hour past our
stated initial response time guarantee, your account
will receive a 10 hour hosting credit. All requests
for compensation must be received within 5 business
days of the incident in question. The amount of
compensation may not exceed the customer's monthly
recurring charge. This SLA does not apply for any
month that the customer has been in breach of Xweb
Hosting Terms of Service or if the account is in
default of payment.
How to Report a Problem
Xweb Hosting technicians are available 24 hours a
day. There are a number of ways to reach us,
including toll free phone support, online help desk,
and email.
Help Desk - http://members.xwebhosting.org/index.php
Email - support [at] xwebhosting.org
