Service Level Agreement (SLA)

At Pacifictechcenter.com we appreciate the fact that business organizations entrust us with their business and so we are committed to keeping your Website online and available at all times by making every effort to provide the best equipment and service to meet that goal.

Hosting Uptime SLA

Pacific Tech Center guarantees that a service will be generally available to the internet.   This SLA covers unscheduled maintenance windows within our networks and data center. Pacific Tech Center will credit 50% of your fee if we are responsible for an outage resulting in an uptime less than 99.9% for a calendar month. Pacific Tech Center will credit 100% of your fee if we are responsible for an outage resulting in an uptime less then 99% for a calendar month.

Network Uptime SLA

Pacific Tech Center offers 100% Network uptime SLA for all customers. Unscheduled network outages of any nature will make customers eligible for a service credit valued at 1 days of service for every 5 Minutes of unscheduled network outage accrued during a calendar month.

Exclusions and Conditions

• Pacific Tech Center name servers must be authoritative for your domain name. That is, a "whose" lookup (identifies the owner and the IP address of the domain name) will display ns1.ptecen.com and ns2.ptecen.com as the authoritative name servers.
• Scheduled Maintenance Windows and Control Panel Service is exempt from any uptime SLA's as our control panel service is isolated from our other core services
• Any Domain Name Server (DNS) issues outside the direct control of Pacific Tech Center including but not limited to DNS Propagation or any delays arising from domain registrar or registry issues that may make only your site appear inaccessible.
• SLA failures resulting from any act or omission by Customer or its agents such as custom scripting or coding (e.g., CGI, Perl, HTML, etc.); negligence, willful misconduct; exceeding allowable monthly Site Traffic allocation; or any use of the services in violation of the applicable Terms Conditions or acceptable use policy.
• Circumstances beyond the reasonable control of Pacific Tech Center, including, but not limitation to acts of any governmental body, war, sabotage, fire, flood, labor action/disturbance, Isolated ISP or transit outages or virus or hacker attacks and inability to obtain materials and equipment needed for provision of this SLA

Credits

Requests for SLA credits by the customer must be submitted for the specific hosting
account impacted by service unavailability by opening a ticket within one week or the outage. Please include the dates and times of the web site outage and the applicable credit adjustment will be made to the the affected account within the next billing cycle after confirmation of the SLA outage. Any evidence of fraud is subject to immediate termination of the customer's account.