2023-11-17 03:23:21 +00:00
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<title>Last Hour Hosting</title>
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<meta name="author" content="Shiloh" />
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</head>
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<body>
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<header id="header"></header>
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<main>
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<div class="flex-column">
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<h1>Service Level Agreement (SLA)</h1>
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<div id="legal"></div>
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</div>
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<div class="flex-row">
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<div class="flex-column">
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<h2>100% Uptime Guarantee</h2>
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<p>
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LastHourHosting.org offers a 100% uptime guarantee through this
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Service Level Agreement (SLA) based on network and host node
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availability. These assurances collectively form the "SLA." This
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document serves as a supplementary agreement to the Hosting Terms
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and Conditions you accepted upon becoming a LastHourHosting.org
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customer, which is integral to and incorporated by reference into
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this SLA. This uptime guarantee applies on a
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per-service-item basis and does not extend to your entire
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invoice. For instance, if you have fifty (50) servers with us and
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one (1) of those servers experiences downtime, any credit applicable
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to you under this uptime guarantee will be proportional to the
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downtime of that one (1) server, not your entire account with us.
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Please note that this uptime guarantee does not cover the
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accessibility of LastHourHosting.org's website, DNS servers, API, or
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control panel.
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</p>
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<h2>Packet Loss and Latency</h2>
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<p>
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LastHourHosting.org does not engage in proactive monitoring of
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specific customer packet loss or transmission latency. However, we
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proactively monitor the aggregate packet loss and transmission
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latency within our LAN and WAN. If LastHourHosting.org discovers
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(either through internal monitoring efforts or after being informed
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by you) that you are experiencing packet loss exceeding one percent
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(1%) ("Excess Packet Loss") between your instance and one hop from
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LastHourHosting.org's border router(s) (first hop of egress
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provider's router), and you notify LastHourHosting.org via a support
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ticket (or LastHourHosting.org has informed you of an event), we
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will take all reasonable actions to identify the source of the
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Excess Packet Loss/Latency.
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</p>
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<h2>Limitations</h2>
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<p>
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The uptime guarantee at LastHourHosting.org applies exclusively to
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network and instance availability during standard operation. It does
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not extend to server-side software uptime. Any downtime
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resulting from server software, operating systems, improper
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configurations, denial of service attacks against your instance,
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instance suspension, instance paused/halted for any reason, or any
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other non-network or non- "host node" outage, regardless of
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whether such downtime is caused by us during upgrades,
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troubleshooting, or other tasks, is not covered by this uptime
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guarantee. The guarantee does not apply during scheduled maintenance
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with a minimum of twenty-four (24) hours' notice or in the event
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of applying a time-critical patch/update, provided the
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outage/packet loss does not exceed ten (10) minutes.
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</p>
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<p>
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Additionally, the guarantees outlined in this SLA cannot be
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combined. For instance, a hardware outage that disrupts network
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activity will not entitle you to two (2) separate credits. If a
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hardware outage forms the basis for the connectivity loss, the
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entire event will be considered a single outage for the purpose of
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determining applicable credit.
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</p>
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<p>
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Please note that LastHourHosting.org's Talon Cloud GPU product has
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limited availability and is not covered by the Last Hour Hosting
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SLA. In the event of a hardware failure, LastHourHosting.org will
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make its best effort to promptly restore your GPU instances in the
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same or nearest location. Upon request, you will be refunded for any
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duration of downtime experienced by your GPU instance.
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</p>
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<h2>Outage Credits:</h2>
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<p>
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To claim outage credits at LastHourHosting.org, you are required to
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follow the procedure detailed below. You must initiate a support
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ticket explicitly requesting a credit to be applied to your account.
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Mere initiation of a support ticket related to an outage does not
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automatically guarantee a credit to your account. The formal request
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for a credit through a support ticket triggers the assessment
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process for potential credits. However, it remains within the sole
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discretion of LastHourHosting.org to determine whether an eligible
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outage has transpired. If LastHourHosting.org confirms that an
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eligible outage has indeed occurred, the support ticket you
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submitted will be utilized to calculate the applicable credit, as
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outlined in the table below:
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</p>
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<table>
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<tr>
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<th>Outage Time Frame</th>
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<th>Credit Amount</th>
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</tr>
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<tr>
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<td>Less than 9 minutes</td>
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<td>12 Hours</td>
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</tr>
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<tr>
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<td>10 - 59 minutes</td>
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<td>24 Hours</td>
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</tr>
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<tr>
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<td>60 - 119 minutes</td>
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<td>48 Hours</td>
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</tr>
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<tr>
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<td>120 - 239 minutes</td>
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<td>120 Hours</td>
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</tr>
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<tr>
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<td>240 - 419 minutes</td>
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<td>240 Hours</td>
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</tr>
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<tr>
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<td>420+ minutes</td>
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<td>672 Hours (1 Month)</td>
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</tr>
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</table>
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<h2>How to Obtain Your Credit</h2>
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<p>
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To claim any credit offered under this Service Level Agreement (SLA)
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at LastHourHosting.org, you must follow the specific process
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outlined below. Please note that it's crucial to initiate a support
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ticket related to the event and expressly request that we issue a
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credit. Do not assume that we are aware of your outage. Your outage
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might be unrelated to LastHourHosting.org's services. Therefore,
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unless you notify us through a support ticket, we might not be aware
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that a problem exists. Outages related to hardware or other services
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or events not under LastHourHosting.org's control are not eligible
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for any guarantee or credit provided under this SLA.
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</p>
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<p>
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You can initiate such a support ticket via email to
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support@lasthourhosting.org or through the my.lasthourhosting.org
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interface. Regardless of the method you choose, it is imperative to
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obtain a LastHourHosting.org ticket number as proof of initiating a
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support ticket related to the outage. The support ticket must
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explicitly request a credit concerning the outage. As outlined here,
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the timestamp on the support ticket will mark the beginning of an
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outage if LastHourHosting.org determines that an eligible outage
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occurred. Even if LastHourHosting.org was aware of the issue before
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you were, we may notify you of the outage. In such instances, you
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must still initiate a support ticket to confirm your awareness of
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the outage and request a credit. To be clear, having a support
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ticket number is mandatory to receive any credits under this SLA.
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</p>
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<p>
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Please be aware that all other terms, limitations, exclusions,
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disclaimers, and requirements contained in LastHourHosting.org's
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Hosting Terms and Conditions also apply to this SLA.
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</p>
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</div>
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</div>
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</main>
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2023-11-18 03:37:53 +00:00
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<div id="message"></div>
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2023-11-17 03:23:21 +00:00
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