iWeb Hosting

Service Level Guarantees

We are continually investing in our infrastructure.

Network uptime

iWeb Hosting guarantees that the network will be available at least 99.7% of the time in a calendar month, excluding scheduled maintenance, although we are normally available 100% of the time. iWeb Hosting will credit the customer 1 days fee (up to 100% of customer's monthly fee) if downtime exceeds 0.3% of that month. iWeb Hosting will credit the customer an additional 1 days fee for each additional 60 minutes of downtime (up to 100% of customer's monthly fee). Network downtime is measured from the time a support ticket is opened by a customer to the time that the server can receive and transmit data.

Hardware guarantee

iWeb Hosting guarantees the functioning of all rented hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once iWeb Hosting identifies the cause of the problem. Hardware replacement is guaranteed to be complete within 24 hours of problem identification. In the event that it takes us more than 24 hours to replace faulty hardware, iWeb Hosting will refund the customer 1 days fee per additional 1 hour of down time (up to 100% of customer's monthly fee). This guarantee excludes the time required to rebuild any RAID array. iWeb Hosting is committed to providing services at a standard of excellence commensurate with the best practice in the industry. This SLA applies to customers whose accounts are in good standing.