Terms and Conditions | Hosting SLA (Generic)

1. Managed Service Level Agreement

Choosing a hosting provider is never easy and it seems to be risky when your site is at stake. We know that the availability of your site is of utmost importance and entrusting your website to White Oak is something that we take seriously. That’s why we have built the hosting industry’s most aggressive Service Level Agreement (SLA) to cover the multiple components that keep your site up and running.

White Oak’s SLA is a contract between you, the customer, and White Oak. It defines the terms of our responsibility and the money back guaranty if our responsibilities are not met. We want our customers to feel at ease with their decision to move their site to White Oak, and knowing that White Oak takes your site’s uptime as seriously as you do is imperative.

2. Network Uptime

We guarantee less than 2 hours down time per month.We have a money back policy if the downtime exceeded out guaranteed time.


3. Exceptions

The following events do not constitute a Downtime and shall not be eligible to be considered for any Service Credit:

(a) Interruption due to scheduled maintenance, alteration, or implementation, where the Service Provider provides at least seven days prior notice and to the Customer and also interruption due to
Emergency Maintenance; The usual scheduled maintenance time is the early hours of the morning i.e., between 1am to 6am. The usual maintenance time would not be more than two hours.

(b) Hardware failure.
(c) Failure of the Customer links, internet connectivity or end user software, access circuits, local loop or any network not owned or managed by White Oak.

(d) DNS Issues not in scope and control of White Oak.
(e) Negligence or other conduct of Customer or its authorised persons, including a failure normal function resulting from applications or services provided by Customer or its authorised persons.
(f) A shut down due to circumstances reasonably believed by White Oak to be a significant threat to the normal operation of the Services, White Oak’s facility, or access to or integrity of Customer data (e.g., hacker or virus attack.
(g) Failure or malfunction of any equipment or services not provided by White Oak.
(h) Any abuse or fraud failure to comply with the Acceptable User Policy on the part of Customer and its authorised persons.
(i) Any problems outside the Service Provider Facility Network.
(j) Any interruptions, delays or failures caused by Customer or Customer’s employees, agents, or subcontractors, such as, the following:
i. Inaccurate configuration.
ii. Non-compliant use of any software installed on the server.
iii. Customer initiated server over-utilisation.

  1. Any problems related to the attacks on the machine such as hacking, attacks, and exploits.
  2. Any specific services not part of Services.
  3. Force Majeure event.

5. Hardware

We guarantee the functioning of all server hardware components and will replace any failed component at no cost. “Hardware” means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification.

White Oak Guarantee: We will credit your account 5% of the monthly fee per additional hour of downtime, up to 100% of your monthly fee for the affected server(s).