Service Level Agreement

Venera Host offers a 99.9% Uptime Guarantee. That means your web server is guaranteed

operational 99.9% of the time in any calendar month. Venera Host guarantee 99.9% service uptime

allows for 45 minutes of unscheduled (HTTP) service outage per month as defined here. For each

additional 45 minutes of downtime you will receive 10% credit or refund. Regardless of the number of

outages, all refunds are limited to one month’s hosting service fees and do not include excess usage fees

or other nonstandard recurring charges. The amount of the credits are determined by the following table,

based on the amount of server uptime for the month in which credits are requested.

99.9 – 100% 0% credit

99.7 – 99.8% 10% credit = 3 days

99.5 – 99.6% 25% credit = 8 days

99.3 – 99.4% 50% credit = 15 days

99.0 – 99.2% 75% credit = 23 days

98.9% and below 100% credit = 1 month

Venera Host will not be held responsible for Service Outages resulting from non-Venera Host

operated equipment including, but not limited to, Internet NAP failures, upstream network outages or

congestion and backbone failures. Additionally, Venera Host will not be held responsible for delays

in the registration or transfer of a domain due to InterNIC-related issues, unscheduled outages, web site

specific outrages and outages resulting from malfunctioning customer scripts or applications that are

installed by the customer, or for unusual traffic spikes or “denial of service” attacks on customer web sites.

Hybrid services, colocation services or renting out rack space, cloud servers, services under bare metal

environment such as dedicated servers and virtual private services does not qualify for any credit under this

server uptime guarantee.

Refunds will be issued upon request by the customer and upon determination that a service outage, as

defined by this guarantee, has occurred. To be eligible for a refund, the refund request must be made to the

Billing Department at the end of the month for the current month (last day of the current month) or within the

1st week of the month for the previous month.