Service Level Agreement
99.5% Network Uptime
We guarantee that data center network will be available 99.5% of the time in a given month, excluding scheduled maintenance. The data center network means the portion of the Mega Host World network extending from the outbound port on your edge device to the outbound port of the data center border router and includes Mega Host World managed switches, routers, cabling.
Guaranteed: Mega Host World will credit your account 5% of the monthly fee for each 60 minutes of network downtime, up to 100% of your monthly fee for the affected server(s) and services.
We provide 24/7/365 support through trouble tickets, you can reach us at https://clients.mhwservers.com. Average response time is 12 hours for services under general SLA for unmanaged and basic managed services, these include Shared hosting, email service, VPS, trVPS, semi dedicated server and dedicated server.
We guarantee that data center HVAC and power will be functioning 99.5% of the time in a given month, excluding scheduled maintenance. Power includes UPSs, PDUs and cabling, but does not include the power supplies on your servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems.
Guaranteed: Mega Host World will credit your account 5% of the monthly fee for each 30 minutes of infrastructure downtime, up to 100% of your monthly fee for the affected server(s) or service(s).
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 12 hours of problem identification.
Guaranteed: Mega Host World 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) and service(s).
To receive an SLA credit, Mega Host World customers must contact our billing department.
* ALL THE ABOVE DOES NOT APPLY IN THE EVENT OF A DISASTER.