SLA Terms

Published in Hosting

Rhye Media’s Service Level Agreement (SLA). Here at Rhye Media we strive to achieve 100% web site availability for all customers.

As used in this Agreement, “us” and “we” means Rhye Media and "Customer", "you", or "your" means you.

When placing an order with Rhye Media, you acknowledge that you: have read the Agreement, and you agree to its terms and conditions and all policies posted on the Rhye Media web site. As referred to in this Agreement, "Site" refers to a World Wide Web site and "Rhye Media Site" refers to the Site located at the URL, or any other successor Sites owned or maintained by Rhye Media.

Here at Rhye Media we strive to achieve 100% web site availability for all customers. We have put this service level agreement (SLA) in place to provide assurances to our customers that we are confident that we can meet our claims, and if we can’t, that we will provide compensation to our customers as set out in this document.

Credit Table

Website Availability Credit

99.9% – 100%
0 to 43.2 minutes

0% credit

98% – 99.9%
43.2 mins to 14 hrs 24 mins

15% credit

95% – 97.9%
14 hrs 24 mins to 36 hrs

30% credit

90% – 94.9%
36 hrs to 72 hrs

45% credit

89.9% or less
more than 72 hrs

60% credit

The SLA credit table applies to all hosting plans provided by Rhye Media.

All availability figures are calculated off a 30 day month, and shall be rounded up to one decimal point.

Credits are only payable to customers if the following conditions are met:

1you are a current customer with an active service that is not past its due date;

2you hold either a hosting account, reseller hosting account, business hosting account with us;

3all of the other conditions on this page are met.

Only data taken from our measurement systems will be used to determine the actual uptime rate of our servers.

In order to be eligible for credit, the customer must:

1notify us of the problem, including a thorough description, during the outage, or as soon after as can be reasonably expected;

1open a support ticket through the approved channels with Rhye Media within 7 days of the fault occurring requesting credit as set out in the table above.

Credits will be applied in the form of credits placed on the user’s account which will be automatically deducted off the customer’s next invoice. Credits will not be paid out to the customer in any other way. No credit will be paid if your account is not up to date.

Credits will be paid for multiple accounts owned by the customer that were disrupted by the outage, provided the customer informs Rhye Media of the domain names for all accounts that were affected.

All percentages listed in the table above are a percentage of the yearly service fee paid by the customer for each account that they hold with Rhye Media.

No other compensation will be paid, for example compensation will not be paid from lost business arising from any outages from Rhye Media’ services.

Free and sponsored accounts are not eligible to receive any credit for any outages.

We shall not pay any credits as per this agreement in connection with any problems with our services caused by or associated with:

1circumstances beyond Rhye Media’ 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;

2scheduled maintenance, including emergency maintenance and system upgrades;

3false error reporting by our measurement tools;

4issues with FTP, POP, IMAP, SMTP, SSH, or other non-standard/custom software;

5customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, PHP, etc), any negligence, wilful misconduct, or use of the Services in breach of Rhye Media’ Terms of Service;

6DNS (Domain Name Server) Propagation;

7Outages elsewhere on the Internet that hinder access to your account. This guarantee only covers areas considered within Rhye Media’ control: Rhye Media’s servers and network equipment.