In this document, the following words have these meanings:
PANTHUR guarantees 99.9% service (http, https, ftp, pop, imap, smtp) uptime on all web hosting plans. Should we fail to deliver this for any given calendar month, your account will be refunded a pro-rated amount for the duration of excessive downtime.
|99.9 - 100||0%||0 to 43.2 minutes|
|98 - 99.8||10%||43.2 mins to 14 hrs 24 mins|
|94 - 97.9||25%||14 hrs 24 mins to 36 hrs|
|90 - 94.9||50%||36 hrs to 72 hrs|
|89% or below||100%||more than 72 hrs|
If the uptime guarantee of a web site is less than 99.9%, PANTHUR will issue credit to the hosting member in accordance with the above "Service Level Agreement" credit schedule, with the credit being calculated on the basis of the monthly service charge for the affected service.
Scheduled Maintenance - Our systems will require periodic maintenance and upgrades that may or may not result in services being unavailable for certain periods. This is part of our continuing commitment to providing our members with the highest quality services available.
This Service Uptime Guarantee does not cover service downtime caused by problems related to;
In order to receive a credit, member must submit a request directly to via the PANTHUR member’s area. Each request in connection with this SLA must include the dates and times of the unavailability of member's service and must be received by PANTHUR within fifteen (15) business days after member’s service was not available. If the unavailability is confirmed by PANTHUR, credits will be applied within 30 days after PANTHUR's receipt of member’s credit request. Credits are not refundable and can be used only towards future billing charges.
The total amount credited to member in a particular month under this SLA shall not exceed the total hosting fee paid by member for such month for the affected services. Credits are exclusive of any applicable taxes charged to member or collected by PANTHUR.
PANTHUR will provide you with technical support for the setup of your hosting account at no additional charge. PANTHUR will not provide development-related support for web applications (ie. WordPress, Joomla), scripts or components from third parties, scripts of installable applications from our Application Vault, or those developed by you.
PANTHUR’s target response time to technical support requests is less than 20 minutes. The response time depends on the complexity of the enquiry and current support request volumes.