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SupportService Level Agreement (SLA)
Due to the nature of our hosting being provided in multiple datacenters we have a Service Level Agreement that applies to each datacenter.
Databank Datacenter
Kerplunc Hosting garuntees 99.9% monthly uptime per this Service Level Agreement (SLA). Terms and Conditions apply.
| Databank Datacenter Guarantee | SLA Credit |
| 99.9% and above | 0% |
| 99.8% | 10% |
| 99.7% | 20% |
| 99.6% | 30% |
| 99.5% | 40% |
| 99.4% | 50% |
| 99.3% | 60% |
| 99.2% | 70% |
| 99.1% | 80% |
| 99.0% | 90% |
| Below 99.0% | 100% |
Kerplunc Hosting guarantees a 99.5% monthly uptime per this Service Level Agreement (SLA). Terms and Conditions apply.
| Mountain Cable Datacenter Guarantee | SLA Credit |
| 99.5% and above | 0% |
| 99.4% | 10% |
| 99.3% | 20% |
| 99.2% | 30% |
| 99.1% | 40% |
| 99.0% | 50% |
| 98.9% | 60% |
| 98.8% | 70% |
| 98.7% | 80% |
| 98.6% | 90% |
| Below 98.6% | 100% |
IPHouse Datacenter
Kerplunc Hosting guarantees a 99.5% monthly uptime per this Service Level Agreement (SLA). Terms and Conditions apply.
| IPHouse Datacenter Guarantee | SLA Credit |
| 99.5% and above | 0% |
| 99.4% | 10% |
| 99.3% | 20% |
| 99.2% | 30% |
| 99.1% | 40% |
| 99.0% | 50% |
| 98.9% | 60% |
| 98.8% | 70% |
| 98.7% | 80% |
| 98.6% | 90% |
| Below 98.6% | 100% |
Terms and Conditions
-Kerplunc Hosting extends this SLA to its direct clients only. Kerplunc Hosting is not liable for downtime caused by a reseller of its services.
-SLA credits are only distrubted in the form of Billing Account Credits for the payment in future billing cycles.
-Any customer not in good standing is not eligible for SLA credits
-Any Customer server disconnected due to a violation of the Acceptable Use Policy or Terms of Service is not eligible for SLA credit.
-All SLA claims must be made within seven days of the network downtime. SLA credits may take up to 14 days to process.
-SLA Credits may not exceed one one monthly amount.
-SLA Credits can only be claimed by authorized and verified users with Kerplunc Hosting billing accounts.
-This SLA does not cover software issues in any way.
-This SLA covers the down time of the node only, not the specific VPS or shared hosting account.
-All SLA tickets must be verified against our external uptime monitoring, which is monitored through pings every minute.
-Any failure outside of the Kerplunc Hosting's network itself, including bandwidth carrier outages, are not eligible for SLA credit.
-Scheduled maintenance of Kerplunc Hosting's network is not eligible for any form of SLA credit.
-Acts of God, including weather, natural disaster, or any other disaster outside of the control of Kerplunc Hosting are not eligible for SLA credit.