Corp. TF12 Mahalaxmi Metro Tower, Sector 4, Vaishali, Ghaziabad-201010, Uttar Pradesh, India
A Service Level Agreement (SLA) is a confidential contract designed to ensure a positive and dependable relationship with potential clients. Both Onlive Server and israelservers.com have an SLA in place, confirming our commitment to providing enterprise-grade services. Utilizing our server hosting services demands a high level of flexibility. This agreement will commence on [start date] and may be extended as needed.
Israel Server Hosting is dedicated to collaborating with businesses and leading, award-winning corporate sectors. We guarantee our valued clients on-site support, premium services, and rack space in our state-of-the-art data centers. This SLA outlines the terms and conditions governing the use of Israel Server Hosting’s exclusive services.
If you have any questions or need further clarification regarding the Service Level Agreement or any related policies, don’t hesitate to reach out to us via email at israelservers.com or contact us by phone.
This Service Level Agreement (SLA) covers three key components: the users, the services provided, and the web hosting provider.
CUSTOMERS: Refers to individuals or entities who express interest in hosting services and are ready to purchase server(s).
SERVICES: The platform you utilize to transition your offline business to an online presence (e.g., Dedicated Server).
COMPANY: Onlive Server Pvt. Ltd., the provider from whom you purchase the hosting services.
We are dedicated to exceeding the high expectations of our potential customers by consistently delivering exceptional service. We ensure top-tier services and technical support, addressing any network, power, and hardware issues as specified in this Service Level Agreement (SLA).
Israel Server Hosting is a recognized and leading data center providing a diverse array of web hosting services. Our main focus is to cater to goal-driven and large businesses by offering world-class hosting and support. We deliver outstanding hosting packages, unmatched server performance, superior network connectivity, reliable infrastructure, and exceptional customer support with our hosting solutions.
Our team is made up of skilled engineers with broad expertise in various technical areas, including hardware, software, control panels, databases, and server operating systems. We provide fast technical support and troubleshooting whenever users face issues. Furthermore, our customer support team is always ready to assist, and you can quickly raise a support ticket through the client portal or help desk for prompt assistance.
Email: [email protected]
Contact: +919990507737
As a result, we are committed to providing you with the best support, backed by our team of experts. Below are the key services where we excel in delivering exceptional value to our clients.
Covered Issues: – Hardware: We ensure that all hardware components provided with our server hosting are supported under the Hardware Replacement SLA tier. We commit to replacing any faulty hardware promptly.
Network & Power: We provide reliable network infrastructure and power systems, monitored by our experts 24/7. We guarantee uninterrupted power availability and network connectivity to support the smooth operation of clients’ online businesses.
Operating System: We provide the latest operating system versions with the most recent security patches. Clients can choose any operating system, and we cover OS re-installations, security policy setups, troubleshooting, and manual updates. We support platforms such as Windows 2012, Windows 2016, Windows 2019, CentOS, Ubuntu, Debian, and Fedora. Our support team schedules secure and compatible OS updates when necessary to maintain optimal system performance.
Software Support: There are countless specialized software programs available online, making it impossible to be familiar with them all. Our engineers specialize in investigating and resolving issues related to unsupported applications. We offer support for various platforms, including SQL, MySQL, PHP, Apache, IIS, Litespeed Web Server, APF Firewall, CSF Firewall, IPFW, IPTables, Windows Firewall, R1Soft CDP, Fantastico, Webmin, Plesk, DirectAdmin, Helm, Interworx, and Virtuozzo.
Non-Covered Issues: Sweden Server Hosting does not provide technical support or troubleshooting for custom-installed applications created by clients. If you develop your own software, you are responsible for its installation and maintenance. The company will not intervene in custom-built software unless a formal agreement is made between the customer and the firm.
Exceptions to the Service Level Agreement
Service Suspension: Except for the exceptions specified in this Service Level Agreement, we reserve the right to immediately suspend services if we detect any misuse of our Web Hosting Services.
Customer Actions: Any actions carried out by customers, agents, or contractors, excluding firewall misconfigurations, are the responsibility of the customer.
Malicious Activity: Any unauthorized access or attacks, whether initiated by a third party or the customer with malicious intent, will be treated seriously and addressed promptly.
Maintenance: Interruptions caused by scheduled, unscheduled, or emergency maintenance on hardware and software may occur, and these will be communicated as necessary.
Legal Action: Immediate legal actions will be pursued against the customer if they are found using our services for unauthorized purposes.
If any customer or client is found violating or infringing upon the rules of the Service Level Agreement, policies, terms of service, or conditions, the company reserves the right to immediately suspend or terminate services. We also retain the right to take legal action against the customer. Furthermore, we are authorized to suspend or terminate your account without prior notice. Any products, services, or trademarks sold by customers without a legal contract will be subject to penalties.
SLA Credits
Israel Server Hosting provides credits on a per-service basis, meaning each server billing is treated as a unique SLA credit and awarded accordingly. We offer a 30-day money-back policy. If you cancel your order or request a refund, Israel Server Hosting will issue the refund as credit in your client portal account, which you can use to purchase servers from us at any time.
Israel Server Hosting does not assign a dedicated person to monitor downtime for individual devices. We are not responsible for any unreported downtime for a single or specific customer. If the customer takes more than one hour to report downtime, they will forfeit the SLA credit in such cases.