Service Level Agreement

Agreements between customers and Thrusthost

service Level Agreement/Privacy Policy

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You’re paying us to keep your service available – every day, every month and all year – and that’s what we will make every effort to do. If we miss our goal of keeping your server up and running with 100% up-time on a given calendar month, we will do everything within our power to make up the difference: you will receive a service credit for a portion of your monthly service fees and, most importantly, we’ll fix the problem right away so you don’t need to worry about your server problem anymore .

 

Our Priority

When a piece of hardware fails in the middle of the night, a network outage interrupts traffic, or a natural disaster strikes, we’re ready for it. THRUSTHOST team is always available by e-mail and live chat 24/7 day and night to provide assistance – because technology isn’t perfect, and that’s why we’re here. The THRUSTHOST teams are available around the clock to resolve systems issues which interfere with your access to the service: Up-time, Hardware, and Network: We constantly monitor for network and hardware issues – when an issue is identified you will receive an e-mail notification detailing the action taken as we address the issue Performance: Server load is benchmarked continuously to identify performance issues.

 

Backups

On-Demand Backup Restorations – One complimentary restoration of any file(s), directory or directories, or entire VPS file system per calendar month. Complimentary Backup Restorations – Should a hardware failure affect your account, we will restore your data from our most recent backup.

 

Response Times

Emergency / Outage: 15 minutes or less Support Inquiries: 4 hours or less Billing and Sales Inquiries: 24 hours Max.

 

System Administration Contracts

Our system administration team has decades of cumulative experience and can assist you with almost any project. Please contact us if you would like to contract one of our system administrators for advanced application installation or configuration assistance, a security consultation, or any project which extends beyond our support offerings.

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