{"id":34218,"date":"2019-09-06T18:12:03","date_gmt":"2019-09-06T18:12:03","guid":{"rendered":"https:\/\/www.reclaimhosting.com\/?page_id=34218"},"modified":"2026-03-11T16:56:27","modified_gmt":"2026-03-11T20:56:27","slug":"end-user-sla","status":"publish","type":"page","link":"https:\/\/www.reclaimhosting.com\/contracts\/end-user-sla\/","title":{"rendered":"End-User Support Service Level Agreement"},"content":{"rendered":"\t\t
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\u2190 Back to\u00a0Contracts Quick Links<\/em><\/span><\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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of End User SLA<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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End-User Support
Service Level Agreement<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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End-User Support Service Level Agreement<\/strong><\/span><\/h2>

This Reclaim Hosting Service Level Agreement (SLA) applies to all users of the State University Domain of One\u2019s Own environment.<\/p>

As used herein, the term “Web Services Availability” means the percentage of a particular month that the content of client’s web service is available for access by third parties via HTTP and HTTPS, as measured by Reclaim Hosting.<\/p>

End-Users can expect a reply (at minimum) from Reclaim Hosting support within an hour during business hours, and within 24-hours during weekends and recognized holidays.<\/p>

Service Level<\/strong><\/h3>

Reclaim Hosting’s goal is to achieve a minimum of 99.9% Web Service Availability for all end-users.<\/p>

Remedy:
Subject to the Exceptions section below, if the Web Service Availability of State University\u2019s web service is less than 99.9%, Reclaim Hosting will issue service credit days to State University in accordance with the following schedule, with the credit being calculated on the basis of one month\u2019s hosting costs for the affected Services:<\/p>

Web Service Availability Credit Percentage:<\/p><\/div><\/div>
Monthly Uptime Percentage<\/th>Days of Service added to the end of the Service term (or monetary credit equal to the value of days of service for monthly postpay billing customers), at no charge to Customer<\/th><\/tr><\/thead>
< 99.9% – >= 99.0%<\/th>3<\/td><\/tr>
< 99.0% – >= 95.0%<\/th>7<\/td><\/tr>
< 95.0%<\/th>15<\/td><\/tr><\/tbody><\/table>

Credit remedies do not apply to monthly fees charged for support of applications. Refer to Credit Request and Payment Procedures section below for more information on receiving Credit.<\/p><\/div>

Exceptions<\/strong><\/h3>

State U shall not receive any credits under this SLA in connection with any failure or deficiency of Web Service Availability caused by or associated with:<\/p>

    • circumstances beyond Reclaim Hosting’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;<\/li>
    • failure of access circuits to the Reclaim Hosting network, unless such failure is caused solely by Reclaim Hosting;<\/li>
    • scheduled maintenance and emergency maintenance and upgrades;<\/li>
    • DNS issues outside the direct control of Reclaim Hosting;<\/li>
    • issues with FTP , POP , IMAP or SMTP client access;<\/li>
    • false SLA breaches reported as a result of outages or errors of any Reclaim Hosting measurement system;<\/li>
    • client’s acts or omissions (or acts or omissions of others engaged or authorized by client), including, without limitation,<\/li>
    • custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the services in<\/li>
    • breach of Reclaim Hosting’s Acceptable Use Policy;<\/li>
    • e-mail or webmail delivery and transmission;<\/li>
    • DNS (Domain Name Server) Propagation;<\/li>
    • outages elsewhere on the Internet that hinder access to your account. Reclaim Hosting is not responsible for browser or DNS;<\/li>
    • caching that may make your site appear inaccessible when others can still access it. <\/span>Reclaim Hosting will guarantee only those areas considered under the control of or contract by Reclaim Hosting: Reclaim Hosting server links to the Internet, Reclaim Hosting’s routers, and Reclaim Hosting’s servers.<\/span><\/li><\/ul><\/li><\/ul>

      Problem escalation<\/strong><\/h3>

      Tier 1 problem reports (end user issues such as student and faculty inquiries) will be funneled through a defined support contact form and handled by Reclaim Hosting support.
      Tier 2 reports (questions about the operation of supported services, reports of software bugs, requests for feature additions, etc.) will be submitted to Reclaim Hosting via email.<\/p><\/div><\/div><\/div><\/div>

      All emergency reports concerning web service availability, outages or other conditions that broadly affect the client\u2019s services shall be reported by email.
      All Tier 2 and Emergency reports will be submitted by State U employees to support@reclaimhosting.com. Email reports flow immediately into Reclaim Hosting\u2019s support channel and will be confirmed by return email. In the event that the client\u2019s services are inaccessible for a period of more than four (4) hours during operational business hours, Reclaim Hosting will arrange for a conference call with client staff members to discuss the situation and plan for recovery. Reclaim Hosting will additionally be available within 6 hours during operational business hours following any outage for a conference call to debrief and discuss next steps.<\/p>

      Reclaim Hosting will also communicate known incidents at status.www.reclaimhosting.com.<\/p>

      Support Scenarios Included in Tier 1 Level Support:<\/strong><\/h3>