Choosing a hosting provider is never easy and it seems to be risky when your site is at stake. We know that the availability of your site is of utmost importance and entrusting your website to ideastack is something that we take seriously. That’s why we have built the hosting industry’s most aggressive Service Level Agreement (SLA) to cover the multiple components that keep your site up and running.
Ideastack SLA is a contract between you, the customer, and Ideastack. It defines the terms of our responsibility and the money back guaranty if our responsibilities are not met. We want our customers to feel at ease with their decision to move their site to Ideastack, and knowing that Ideastack takes your site’s uptime as seriously as you do is imperative.
We guarantee less than 2 hours down time per month. We have a money back policy if the downtime exceeded out guaranteed time.
We have the fastest escalation matrix where you can contact the CTO in 12 hours if your issue is not resolved.
We guarantee the functioning of all server hardware components and will replace any failed component at no cost. “Hardware” means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification.
Ideastack Guarantee: We will credit your account 5% of the monthly fee per additional hour of downtime, up to 100% of your monthly fee for the affected server(s).