Shared, Reseller, Semi-Dedicated Services:
Network & Server Uptime:
OneBigHost LLC guarantees a 99.9% network and server uptime. If in any given month we fail to meet this guarantee a credit may be issued to a OneBigHost customer.
The following requirements must be met while claiming credits:
- Your account must be in good standing. (No overdue invoices / pending cancellations / abuse reports.)
- You must submit a ticket through our client portal to the billing department
- All requests must be submitted within 5 days of the reported downtime
- All requests must contain a ticket ID or announcement notification of the service interruption
SLA Credit will be generated as follows based on your monthly renewal price:
| 99.9% | Guaranteed |
| 99.8% – 99.5% | 20% |
| 99.4% – 99% | 40% |
| 98.9% – 98.5% | 60% |
| Below 98% | 100% |
Downtime for the following events shall not be accounted for:
- DDoS Attacks
- Scheduled downtime or planned maintenance
- Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
- ISP or local connection problems
- Customer-controlled downtime
- Natural Disasters or events beyond the control of OneBigHost LLC
Unmanaged & Managed VPS:
Network & Server Uptime:
OneBigHost LLC guarantees a 99.9% network and server uptime. If in any given month we fail to meet this guarantee a credit may be issued to a OneBigHost customer.
The following requirements must be met while claiming credits:
- Your account must be in good standing. (No overdue invoices / pending cancellations / abuse reports.)
- You must submit a ticket through our client portal to the billing department
- All requests must be submitted within 5 days of the reported downtime
- All requests must contain a ticket ID or announcement notification of the service interruption
SLA Credit will be generated as follows based on your monthly renewal price:
| 99.9% | Guaranteed |
| 99.8% – 99.5% | 20% |
| 99.4% – 99% | 40% |
| 98.9% – 98.5% | 60% |
| Below 98% | 100% |
Downtime for the following events shall not be accounted for:
- DDoS Attacks
- Scheduled downtime or planned maintenance
- Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
- ISP or local connection problems
- Customer-controlled downtime
- Natural Disasters or events beyond the control of OneBigHost LLC
- Internal services such as MySQL, Apache, PHP, etc.
Unmanaged and Managed Dedicated Servers:
Hardware Replacement:
Orlando and LA:
Hardware replacement will occur within 3 hours from your report of a problem. OneBigHost will refund 5% of the Fee for each additional 2 hours of down time (up to 100% of your Fee).
Servers at our New York facility are exempted from this SLA due to the fact that we are dependent on a third-party provider for HW replacements where as at Orlando and LA we have on site HW and personnel.
Network Uptime:
OneBigHost LLC guarantees a 99.9% network and server uptime. If in any given month we fail to meet this guarantee a credit may be issued to a OneBigHost customer.
The following requirements must be met while claiming credits:
- Your account must be in good standing. (No overdue invoices / pending cancellations / abuse reports.)
- You must submit a ticket through our client portal to the billing department
- All requests must be submitted within 5 days of the reported downtime
- All requests must contain a ticket ID or announcement notification of the service interruption
SLA Credit will be generated as follows based on your monthly renewal price:
| 99.9% | Guaranteed |
| 99.8% – 99.5% | 20% |
| 99.4% – 99% | 40% |
| 98.9% – 98.5% | 60% |
| Below 98% | 100% |
Downtime for the following events shall not be accounted for:
- DDoS Attacks
- Scheduled downtime or planned maintenance
- Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
- ISP or local connection problems
- Customer-controlled downtime
- Natural Disasters or events beyond the control of OneBigHost LLC
- Internal services such as MySQL, Apache, PHP, etc.
Our Budget Dedicated Server line up is exempted from an SLA of any kind and are provided on a best effort basis.
