Service Level Agreement

Network SLA

AdultEUhost is committed to providing a standard of service and reliability unparalleled in the hosting industry. AdultEUhost guarantees network uptime of 99.9%. The AdultEUhost Data Center uses redundant Cisco and Juniper components to eliminate any single point of failure. Our network is multi-homed through redundant high-speed carriers which results in you, the customer, always being able to count on fast and reliable connectivity to our network. Our Data Center is outfitted with redundant HVAC, Battery Power and Diesel Generator Power to ensure uptime in any situation. AdultEUhost maintains low overall network utilization at all times providing durability during any large internet routing issues such as a DDOS or DOS attack.

The AdultEUhost Data Center is ultra-secure with only AdultEUhost employees having access to any of our server rooms. In the event a customer needs personal access to their server they will be escorted to their server by an AdultEUhost technician or Account Manager who will assist and monitor activity. Access to our facility is only granted via employee key cards.

AdultEUhost guarantees the uptime of its network 99.9% of the time excluding scheduled maintenance.

In the event any customer experiences anything less than 99.9% uptime of the AdultEUhost Network a credit will be added to the account upon request. Network downtime is defined as the inability to transmit or receive data due to the failure of AdultEUhost owned network equipment. AdultEUhost will provide a 5% credit to the affected server for each hour of downtime beyond 0.1% per month. No customer may receive credits totaling more than one month of service per affected server. Downtime is measured from the time a trouble ticket is opened by the affected customer to the time AdultEUhost determines the issue to be resolved, excluding scheduled maintenance.

Managed Server SLA

If it is determined the server is experiencing problems due to a problem on the AdultEUhost network or AdultEUhost hardware no charges will be applied and a credit may be placed on the account upon customer request (refer to the Network SLA regarding our 99.9% uptime guarantee).

Hardware SLA

Hardware replacement is guaranteed to be complete within 24 hours of problem identification. The hardware replacement timer begins once customer opens trouble ticket and AdultEUhost has determined the cause of the problem to be faulty hardware. The period of time it takes to troubleshoot the server and identify the problem is outside the 24 hour SLA.

In the event we are unable to replace the faulty hardware within 24 hours, AdultEUhost will credit the customer 5% of the monthly fee per additional hour of downtime incurred (up to 100% of customer's monthly server fee).