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        <h1>Service Level Agreement (SLA)</h1>
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          <h2>100% Uptime Guarantee</h2>
          <p>
            LastHourHosting.org offers a 100% uptime guarantee through this
            Service Level Agreement (SLA) based on network and host node
            availability. These assurances collectively form the "SLA." This
            document serves as a supplementary agreement to the Hosting Terms
            and Conditions you accepted upon becoming a LastHourHosting.org
            customer, which is integral to and incorporated by reference into
            this SLA. This uptime guarantee applies on a
            per&#45;service&#45;item basis and does not extend to your entire
            invoice. For instance, if you have fifty (50) servers with us and
            one (1) of those servers experiences downtime, any credit applicable
            to you under this uptime guarantee will be proportional to the
            downtime of that one (1) server, not your entire account with us.
            Please note that this uptime guarantee does not cover the
            accessibility of LastHourHosting.org's website, DNS servers, API, or
            control panel.
          </p>

          <h2>Packet Loss and Latency</h2>
          <p>
            LastHourHosting.org does not engage in proactive monitoring of
            specific customer packet loss or transmission latency. However, we
            proactively monitor the aggregate packet loss and transmission
            latency within our LAN and WAN. If LastHourHosting.org discovers
            (either through internal monitoring efforts or after being informed
            by you) that you are experiencing packet loss exceeding one percent
            (1%) ("Excess Packet Loss") between your instance and one hop from
            LastHourHosting.org's border router(s) (first hop of egress
            provider's router), and you notify LastHourHosting.org via a support
            ticket (or LastHourHosting.org has informed you of an event), we
            will take all reasonable actions to identify the source of the
            Excess Packet Loss/Latency.
          </p>
          <h2>Limitations</h2>
          <p>
            The uptime guarantee at LastHourHosting.org applies exclusively to
            network and instance availability during standard operation. It does
            not extend to server&#45;side software uptime. Any downtime
            resulting from server software, operating systems, improper
            configurations, denial of service attacks against your instance,
            instance suspension, instance paused/halted for any reason, or any
            other non&#45;network or non&#45; "host node" outage, regardless of
            whether such downtime is caused by us during upgrades,
            troubleshooting, or other tasks, is not covered by this uptime
            guarantee. The guarantee does not apply during scheduled maintenance
            with a minimum of twenty&#45;four (24) hours' notice or in the event
            of applying a time&#45;critical patch/update, provided the
            outage/packet loss does not exceed ten (10) minutes.
          </p>
          <p>
            Additionally, the guarantees outlined in this SLA cannot be
            combined. For instance, a hardware outage that disrupts network
            activity will not entitle you to two (2) separate credits. If a
            hardware outage forms the basis for the connectivity loss, the
            entire event will be considered a single outage for the purpose of
            determining applicable credit.
          </p>
          <p>
            Please note that LastHourHosting.org's Talon Cloud GPU product has
            limited availability and is not covered by the Last Hour Hosting
            SLA. In the event of a hardware failure, LastHourHosting.org will
            make its best effort to promptly restore your GPU instances in the
            same or nearest location. Upon request, you will be refunded for any
            duration of downtime experienced by your GPU instance.
          </p>
          <h2>Outage Credits:</h2>
          <p>
            To claim outage credits at LastHourHosting.org, you are required to
            follow the procedure detailed below. You must initiate a support
            ticket explicitly requesting a credit to be applied to your account.
            Mere initiation of a support ticket related to an outage does not
            automatically guarantee a credit to your account. The formal request
            for a credit through a support ticket triggers the assessment
            process for potential credits. However, it remains within the sole
            discretion of LastHourHosting.org to determine whether an eligible
            outage has transpired. If LastHourHosting.org confirms that an
            eligible outage has indeed occurred, the support ticket you
            submitted will be utilized to calculate the applicable credit, as
            outlined in the table below:
          </p>
          <table>
            <tr>
              <th>Outage Time Frame</th>
              <th>Credit Amount</th>
            </tr>
            <tr>
              <td>Less than 9 minutes</td>
              <td>12 Hours</td>
            </tr>
            <tr>
              <td>10 &#45; 59 minutes</td>
              <td>24 Hours</td>
            </tr>
            <tr>
              <td>60 &#45; 119 minutes</td>
              <td>48 Hours</td>
            </tr>
            <tr>
              <td>120 &#45; 239 minutes</td>
              <td>120 Hours</td>
            </tr>
            <tr>
              <td>240 &#45; 419 minutes</td>
              <td>240 Hours</td>
            </tr>
            <tr>
              <td>420+ minutes</td>
              <td>672 Hours (1 Month)</td>
            </tr>
          </table>

          <h2>How to Obtain Your Credit</h2>
          <p>
            To claim any credit offered under this Service Level Agreement (SLA)
            at LastHourHosting.org, you must follow the specific process
            outlined below. Please note that it's crucial to initiate a support
            ticket related to the event and expressly request that we issue a
            credit. Do not assume that we are aware of your outage. Your outage
            might be unrelated to LastHourHosting.org's services. Therefore,
            unless you notify us through a support ticket, we might not be aware
            that a problem exists. Outages related to hardware or other services
            or events not under LastHourHosting.org's control are not eligible
            for any guarantee or credit provided under this SLA.
          </p>
          <p>
            You can initiate such a support ticket via email to
            support@lasthourhosting.org or through the my.lasthourhosting.org
            interface. Regardless of the method you choose, it is imperative to
            obtain a LastHourHosting.org ticket number as proof of initiating a
            support ticket related to the outage. The support ticket must
            explicitly request a credit concerning the outage. As outlined here,
            the timestamp on the support ticket will mark the beginning of an
            outage if LastHourHosting.org determines that an eligible outage
            occurred. Even if LastHourHosting.org was aware of the issue before
            you were, we may notify you of the outage. In such instances, you
            must still initiate a support ticket to confirm your awareness of
            the outage and request a credit. To be clear, having a support
            ticket number is mandatory to receive any credits under this SLA.
          </p>
          <p>
            Please be aware that all other terms, limitations, exclusions,
            disclaimers, and requirements contained in LastHourHosting.org's
            Hosting Terms and Conditions also apply to this SLA.
          </p>
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