Service Level Agreement (SLA) for Managed Service

Holbihost takes your decision to entrust your service to us very seriously. Our team is committed to providing the highest level of service to your business and look forward to working with you.

This Service Level Agreement and Terms and Conditions is an agreement between Holbihost (Holbi Group Ltd) and you, the customer (Client, Customer, you, your), that defines the services Holbihost provides for your organization, our commitments to service availability, proactive care and maintenance, as well as your responsibilities as a Holbihost customer.

What Holbihost is responsible for:

  • Operating system updates as required
  • Service monitoring
  • Automatic response to service outages
  • Server security and health checks
  • Time allotments for custom support issues
  • Server support via web, email 24/7
  • Daily Backup

What you, the customer are responsible for:

  • Provide Holbihost with access information
  • Keep your contact information up to date
  • Keep your account in good standing

Managed server agreements include time that can be used throughout the month to resolve any server or site specific issues you may encounter. This time does not have to be specific to your managed server(s) routine maintenance or updates and can be used for assistance with issues such as client configuration, user support, server customization, or professional services (for example, IT planning). The amount of time you are entitled to is calculated based on the Support Package used for your server (see Appendix B).

Response times:

Holbihost provides three levels of support; Standard, Urgent, and Emergency.

  • Standard Support: Holbihost will respond within 1-business day.

  • Urgent Support: Holbihost will respond within 4 hours during normal business hours.

  • Emergency Support: Holbihost will respond within 2 hours.

These levels of service are further defined in sections 1.16, 1.17 and 1.18 of the “Holbihost Service Level Agreement” below.

Normal business hours are further defined in section 1.19 of the “Holbihost Service Level Agreement” below.

Contact information can be found in Appendix C below.

Operating system updates:

The following only applies to Full Managed Services and Managed Services customers as defined in sections 1.1 and 1.2 in the “Holbihost Service Level Agreement” below.

Holbihost will attempt to schedule the installation of updates for non-peak times so to minimize the potential disruption to business services. The customer will be notified at least 48 hours in advance of the maintenance.

Holbihost may install a critical security update to the server at any time, without prior notice to the customer. Holbihost will install all non-critical updates to the server within 30 days of the update’s release. Holbihost may postpone the installation of an update if there is a possibility of compatibility problems with other applications.

Server monitoring:

The following only applies to Full Managed Services and Managed Services customers as defined in sections 1.1 and 1.2 in the “Holbihost Service Level Agreement” below.

Holbihost uses a proactive monitoring solution to verify the health of a server by auditing the CPU(s), hard disk usage, memory utilization, and service availability. By default, we monitor all of the appropriate services based on the role of the server. We can monitor additional custom services at the request of the customer.

Automatic response to service outages:

In the event of a service outage, Holbihost is automatically alerted and an engineer is immediately assigned to the problem.

Server security and health checks:

The following only applies to Full Managed Services and Managed Services customers as defined in sections 1.1 and 1.2 in the “Holbihost Service Level Agreement” below.

Holbihost performs regular security audits on servers during normal maintenance cycles. Holbihost uses a variety of tools to audit the security of a server, and will automatically fix any security issues related to the operating system or approved software installations if found.

Should Holbihost discover a security issue that is the result of a non-approved software installation or a customer modification, the customer will be notified immediately. Any work performed by Holbihost to resolve the security issue is not covered under the monthly agreement and is billable to the customer.

Holbihost cannot be held liable for any security breaches that are the result of third-party software installation or customer modifications.


Holbihost Service Level Agreement

Holbihost Service Level Agreement (“SLA”) applies to all Dedicated Servers and Cloud VPS. The client agrees that Holbihost internal measurements establish the eligibility for any applicable Performance Credit. In the event that the client determines that a discrepancy in such measurement exists, the client shall promptly notify Holbihost and Holbihost and the client will mutually agree upon the validity and accuracy of the measurement, and upon the client’s eligibility for any applicable Performance Credits.

This SLA may be amended at any time by Holbihost providing Customer is notified 30 days prior to such change. In the event Customer cannot, will not agree to such amended SLA, Customer shall have the right to cancel this agreement at no additional charge.

1. Definitions

1.1. Full Managed Services (“Full Managed Services”) is defined as security audits, application and server updates, user management, and software installations from approved vendors (see Appendix A) on the dedicated server to be performed by Holbihost for the client. Holbihost will maintain the server and provide monthly System Administration to the server. Special requests for Administration on the server will be completed within 24 hours of request and be made by the client or authorized agent working for the client. Full Managed Service do not allow root or administrator access to the server.

1.2 Managed Services (“Managed Services”) is defined as a monthly system overview by a System Administrator. Holbihost will perform a set of performed checks, audits, and reports on the server and provide monthly e-mail regarding your server. This service is to provide the clients with knowledge and overview of the server. From time to time security updates, application patches, and System Administration may be performed free of charge. In addition to these services System Administrator may make recommendations to improve the overall performance, security, and updates to the service. At the sole discretion of the System Administrator any installation, configuration, or tuning of the server may be considered billable. Holbihost agrees to provide the client with notification during monthly report on what items are “free of charge” and what items are “billable”. To participate in Managed Services, the client agrees to maintain an updated username and password with FULL rights to the server.

1.3. UnManaged Services (“UnManaged Services”) is defined as servers/VPSs that are rented to clients. Holbihost performs no maintenance, security checks, and user management for the client. Holbihost will perform system administration on a per incident basis. All services performed on the server/VPS come without warranty or guarantee. All service performed on the dedicated server or VPS are subject to an 50 GBP ex.VAT an hour labor fee.

This is subject to the approval of a Holbihost Administrator with an additional monthly fee.

1.4. Holbihost Network (“Holbihost Network”) is defined as the equipment, software and facilities within the Holbihost network segment, including Holbihost contracted ISP service to which the Holbihost network segment is connected, collectively used by Holbihost to provide the service.

1.5. Service Availability (“Service Availability”) is the total time in a calendar month that Holbihost is available through the Internet, provided that the client has established connectivity. Holbihost will use its best efforts to provide clients with 99.9% network availability. Holbihost takes responsibility for the Service Availability within their network, but cannot be held liable for upstream problems. Holbihost Network will be available to clients free of Network Outages for 99.9% of the time.

1.6. Service Downtime (“Service Downtime”) is any unplanned interruption in Service Availability during which the client is unable to access the services as described above in section 1.5 that is determined to have been caused by a problem in the Holbihost Network as confirmed by Holbihost. Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability in a calendar month.

1.7. Scheduled Service Downtime (“Scheduled Service Downtime”) is any Holbihost interruption of Managed Services. Holbihost reserves the right to plan a scheduled outage with twenty-four (24) hours advance notice. Holbihost will use its best efforts to schedule these outages at non-peak hours and limit their occurrence to strictly necessary upgrades and required maintenance. It is the client’s responsibility to notify all persons within their organizations of scheduled downtime.

1.8. Performance Credit (“Performance Credit”) occurs when 99.9% uptime is not met. Holbihost will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 60% of the customer’s monthly fee). Network downtime is measured from the beginning of the Service Downtime to the time the server is once again able to transmit and receive data.

1.9. Monitoring Service (“Monitoring Service”) is the service Holbihost provides in monitoring TCP/IP based ports and applications through its internal monitoring service. To participate in this, Holbihost must have valid system administrator access to repair the server in the event of a service/daemon failure. Holbihost monitors the server as a whole but does not monitor individual mailboxes or sites.

1.10. SMTP. Our mail servers use SMTP, a “store-and-forward” email protocol, to deliver outbound messages. SMTP does not guarantee immediate delivery of messages. By default, our servers make a delivery attempt three times in each ten minute interval; after that the server will attempt message delivery every fifteen minutes. If within twelve hours there is no successful delivery, a delay notification is emailed to the sender. If within two days there is no successful delivery, a non-delivery report is returned to the sender.

1.11. Server Downtime Calculations. Server downtime is not recorded and no credit is issued during scheduled or emergency system maintenance providing emergency system maintenance does not exceed 2 hours per month. Outages caused by the actions beyond Holbihost control, are excluded from the uptime/downtime calculations.

1.12. Upgrade. Upgrades are major version updates, having a change in the major version number and are usually described as a “new release”.

1.13. Update. Updates are within version patches, bug or security fixes for your software having a change in the minor version number.

1.14. Response Time. Response time is the time that elapses between when a service request or inquiry is received by Holbihost and the time when Holbihost begins to respond to that issue.

1.15. Resolution Time Resolution time is the time that elapses between when a service request or inquiry is received by Holbihost and the time when the issue is resolved.

1.16. Standard Support includes all day-to-day maintenance of the server(s), client(s), connectivity and services. Holbihost will respond to these requests within 1 business day.

1.17. Urgent Support includes all items listed in Standard Support, but with an adverse effect on service or business process affecting a single user or group of users. Holbihost will respond to these requests within 4 hours.

1.18. Emergency Support is any disruption in service that impacts an entire organization. Holbihost will respond to these requests within 2 hours.

1.19. Normal Business Hours Holbihost operates Monday through Friday, between the hours of 6:00 AM and 7:00 PM, GMT/BST, excluding holidays.

2. Service Downtime Performance Credit.

2.1. In the event of Service Downtime in which monthly Service Availability is less than 99.9%, Client will receive a Performance Credit as described in section 1.5 of this document.

3. Service Exclusions.

3.1. This SLA does not cover Service Downtime caused by problems in the following:

3.1.1. A client’s local area network.

3.1.2. Client-provided Internet connectivity or end-user software.

3.1.3. Anything inside the client’s internal network, including, but not limited to, firewall configuration and bandwidth to Internet, local area workstations, servers, software, and configuration.

4. Service Downtime Exclusions.

4.1. The following are excluded from the monthly calculation of Service Availability:

4.1.1. Any utilized Scheduled Service Downtime.

4.1.2. Any problems outside Holbihost Network.

4.1.3. Any interruptions, delays or failures caused by Client or Client’s employees, agents, or
subcontractors, such as, but not limited to, the following:

4.1.3.1. Inaccurate configuration, including password changes.

4.1.3.2. Non-compliant use of any software installed on the server.

4.1.3.3. Client initiated server over-utilization.

5. Backup Policies for Full Managed, Managed, UnManaged Servers.

5.1. Backups for servers are performed on Full Managed and Managed systems as follows: One full backup of all projects data on the server, store is performed once a week on Saturday nights. An incremental backup is performed on every night.

5.2 All backups are archived on site for a total of 7 days.

5.3 Once a backup ages to 7 days the oldest file is overwritten on the 8th day by the latest back up file.

5.4 Data constitutes all user data and does not imply that the operating system or program files directories, or, any data being stored in any other location other than user folders or folders not designated by the customer as critical data.

5.6 UnManaged servers are not backed up by Holbi Hosting without a separate contracted agreement. No data protection for backups is implied or granted for any UnManaged client system by default.

5.7 Holbi Hosting cannot guarantee 100% data recovery in a disaster recovery scenario. Best efforts will be put forth to recover as much data as possible.


Holbihost Service Terms and Conditions

Payment Terms

  • Monthly, Quarterly, Semi-Annually, Annually billing periods are used for service.

  • Initial setup charge must be paid prior to the start of work.

  • All billing is handled via Paypal account, Credit Card (using Paypal payment gateway) or Bank Transfer.

Rates: Holbihost may revise its rates for hosting service by providing the customer written notice by email at least thirty (30) days in advance of the next billing term.

Termination: For customers under month-to-month terms, either party may terminate service by providing the other thirty (30) days written notice that it does not wish to renew or that it wishes to renew for a fixed term.

Servers hosted within the Holbihost network are open to the public. You are solely responsible for your usage of the Holbihost network and servers. Acknowledging the foregoing, you specifically agree not to use our service in any manner that is illegal or libelous.

Background

Holbihost specifically disclaims all warranties of merchantability and fitness for a particular purpose. You agree to protect and indemnify Holbihost against any and all liability, loss or expense arising from claims of libel, unfair competition, unfair trademarks, trade names or patents, violations of rights of privacy and infringement of copyrights and property rights resulting from your use of Holbihost.

Holbihost reserves the right to refuse service to anyone at any time. However, If Holbihost should deem it necessary to initiate termination of services with you; Holbihost specifically agrees to provide reasonable access but in no case less than 30 days to in order to download any files which may still reside on the server being removed from the network. In no event shall Holbihost be liable for any loss, loss of data, or other commercial damage, including but not limited to special, incidental, consequential or other damages which result from this termination of services.

This agreement is effective upon activation of Customer’s server on the Holbihost network and continues until terminated by either party. If this agreement is terminated by either party, Customer is still responsible for any charges on the Customer’s account. Once notice of termination is received by either party, no further changes shall be made to the Customer’s account beyond those incurred up to the date of termination. Holbihost and/or the Customer may not amend or change this agreement unless both parties agree to it in writing.

System and Network Security

Violations of system or network security are prohibited, and may result in criminal and civil liability. Holbihost will investigate incidents involving such violations and may involve and will cooperate with law enforcement if a criminal violation is suspected. Examples of system or network security violations include, without limitation, the following:

Unauthorized access to or use of data, systems or networks, including any attempt to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without express authorization of the owner of the system or network.

Unauthorized monitoring of data or traffic on any network or system without express authorization of the owner of the system or network.

Interference with service to any user, host or network including, without limitation, mail bombing, flooding, deliberate attempts to overload a system and broadcast attacks.

Forging of any TCP-IP packet header or any part of the header information in an email or a newsgroup posting.

Violators of the policy are responsible for the cost of labor to cleanup and correct any damage done to the operation of the network and business operations supported by the network, and to respond to complaints incurred by Holbihost. Such labor is categorized as emergency security breach recovery and is currently charged at 100 GBP ex.VAT per hour required.

Password Protection

Customer is responsible for protecting Customer’s password and for any authorized or unauthorized use made of Customer’s password. Customer will not use or permit anyone to use Holbihost service to guess passwords or to access other systems or networks without authorization. Holbihost will fully cooperate with law enforcement authorities in the detection and prosecution of illegal activity.

Network Responsibility

Customers have a responsibility to use the Holbihost network responsibly. This includes respecting the other Customers of Holbihost. Holbihost reserves the right to suspend and or cancel service with any Customer who uses the Holbihost network in such a way that adversely affects other Holbihost Customers. In the event Customer adversely affects other Holbihost customers, Holbihost will notify Customer within 48 hours of said actions. This includes but is not limited to:

  • Attacking or attempting to gain unauthorized access to servers and services that belong to Holbihost or its Customers (i.e. computer hacking), and/or

  • Participating in behavior which results in reprisals that adversely affect the Holbihost network or other Customers’ access to the Holbihost network.

Holbihost will react strongly to any use or attempted use of an Internet account or computer without the owner’s authorization. Such attempts include, but are not limited to, “Internet Scanning” (tricking other people into releasing their passwords), password robbery, security hole scanning, port scanning etc.

Any unauthorized use of accounts or computers by a Holbihost customer, whether or not the attacked account or computer belongs to Holbihost, will result in severe action taken against the attacker. Possible actions include warnings, account suspension or cancellation, and civil or criminal legal action, depending on the seriousness of the attack.

Any attempt to undermine or cause harm to a server, or customer, of Holbihost is strictly prohibited.

Violations of this policy may be reported immediately. Holbihost will cooperate fully with any civil and/or criminal litigation arising from the violation of this policy.

Lawful Purpose

All services may be used for lawful purposes only. Transmission, storage, or presentation of any information, data or material in violation of any law is prohibited. This includes, but is not limited to: copyrighted material or material protected by trade secret and other statute except such materials as is rightfully owned by, or assigned to, Customer. The subscriber agrees to indemnify and hold Holbihost harmless from any claims resulting from the use of the service which damages the subscriber or any other party.

Commercial Advertisements with Email

Holbihost takes a zero tolerance approach to the sending of Unsolicited Commercial Email (UCE) or SPAM over our network. Very simply this means that customers of Holbihost may not use or permit others to use our network to transact in UCE. Customers of Holbihost may not host, or permit hosting of, sites or information that is advertised by UCE from other networks. Violations of this policy carry severe penalties, including termination of service.

Sending a message, especially an advertisement, to more than five recipients, is by itself spamming unless the individuals have specifically requested to be added to a mailing list on that topic. This includes both commercial advertisements and informational messages sent to recipients via electronic mail (email) as well as off-topic messages posted in Usenet discussion groups where the recipient has not requested or invited the message. Email is a person-to-person medium, not a broadcast medium.

Customers of Holbihost are strictly prohibited from using or permitting others to use UCE or SPAM over our network. As our Customers are ultimately responsible for the actions of their clients over the Holbihost network, it is advisable that Customers develop a similar, or stricter, policy for their clients.

Violation of Holbihost SPAM policy will result in severe penalties. Upon notification of an alleged violation of our SPAM policy, Holbihost will initiate an immediate investigation (within 48 hours of notification). During the investigation, Holbihost may restrict Customer access to the network to prevent further violations. If Customer is found to be in violation of our SPAM policy, Holbihost may, at its sole discretion, restrict, suspend or terminate Customer’s account providing that Customer fails to cure said violations within 48 hours. Further, Holbihost reserves the right to pursue civil remedies for any costs associated with the investigation of a substantiated policy violation. No credits will be issued for any interruption in service resulting from policy violations. Holbihost will notify law enforcement officials if the violation is believed to be a criminal offense.

Violation of Holbihost SPAM policy may be reported to abuse@holbihost.co.uk

IP Address Overlap

Holbihost administers the network which the Customer’s server resides on. The customer cannot use IP addresses which were not assigned to them by Holbihost staff. Any server found using IPs which were not officially assigned will be suspended from network access until such time as the IP addresses overlap can be corrected.

Billing

The Customer understands that the Customer is responsible for paying for any network resources that are used to connect the Customer’s server to the Internet. The Customer may request that the Customer’s server be disconnected from the Internet, but the Customer will still be responsible for paying for any network resources used up to the point of suspension or Cancellation.

Suspension

Holbihost reserves the right to suspend network access to any Customer if in the judgment of the Holbihost network administrators the Customer’s server is the source or target of the violation of any of the other terms of the Policy. If inappropriate activity is detected, all accounts of the Customer in question will be temporarily suspended until an investigation is complete. Holbihost will notify the customer of any action within 48 hours. In extreme cases, law enforcement will be contacting regarding the activity. The Customer will be credited on a prorated basis based on the monthly fees the Customer pays for the services that are suspended for the time the Customer’s services were suspended.

Cancellation

If inappropriate activity is detected, all suspected services of the Customer in question will be temporarily suspended until an investigation is complete. Holbihost will notify the customer of any action within 48 hours. Customer Prior notification to the Customer is not assured. In extreme cases, law enforcement will be contacting regarding the activity. All fees paid in advance of cancellation will be prorated and paid by Holbihost if Holbihost institutes its right of cancellation. Any violation of policies which results in extra costs will be billed to the customer (i.e. transfer, space etc.)

Indemnification

CUSTOMER AGREES THAT IT SHALL DEFEND, INDEMNIFY, SAVE AND HOLD HOLBIHOST HARMLESS FROM ANY AND ALL DEMANDS, LIABILITIES, LOSSES, COSTS AND CLAIMS, INCLUDING REASONABLE ATTORNEY’S FEES ASSERTED AGAINST HOLBI HOSTING, ITS AGENTS, ITS CUSTOMERS, OFFICERS AND EMPLOYEES, THAT MAY ARISE OR RESULT FROM ANY SERVICE PROVIDED OR PERFORMED OR AGREED TO BE PERFORMED OR ANY PRODUCT SOLD BY CUSTOMER, ITS AGENTS, EMPLOYEES OR ASSIGNS. CUSTOMER AGREES TO DEFEND, INDEMNIFY AND HOLD HARMLESS HOLBIHOST AGAINST LIABILITIES ARISING OUT OF; (1) ANY INJURY TO PERSON OR PROPERTY CAUSED BY ANY PRODUCTS SOLD OR OTHERWISE DISTRIBUTED IN CONNECTION WITH HOLBIHOST SERVER; (2) ANY MATERIAL SUPPLIED BY CUSTOMER INFRINGING OR ALLEGEDLY INFRINGING ON THE PROPRIETARY RIGHTS OF A THIRD PARTY OR OTHERWISE VIOLATING ANY APPLICABLE LAW; (3) COPYRIGHT INFRINGEMENT AND (4) ANY DEFECTIVE PRODUCTS SOLD TO CUSTOMER FROM HOLBIHOST SERVER.

Disclaimer

All Sub-Networks, resellers and users of Holbihost must adhere to the above policies. Failure to follow any term or condition will be grounds for immediate Cancellation.

Appendix A – Approved Vendors List

Holbihost will support updates from the following vendors:

RedHat, CentOS, Debian, Ubuntu, cPanel, Parallels, Apache Foundation, Linux Foundation, MySQL, MariaDB, PostgreSQL, AtomiCorp, Nginx, PHP Group.

If you have software from other vendors, please contact Holbihost to determine if we will cover it as part of our support agreement.

Appendix B – Monthly Price for Support Per Server

Basic Server Management: 3 hours 60.00 GBP ex.VAT
Advanced Server Management: 6 hours 108.00 GBP ex.VAT
Extended Server Management: 10 hours 170.00 GBP ex.VAT

10 % discount will be applied for each subsequent server:

Basic Server Management: 3 hours 54.00 GBP ex.VAT
Advanced Server Management: 6 hours 97.00 GBP ex.VAT
Extended Server Management: 10 hours 153.00 GBP ex.VAT

Appendix C – Contact Information

Holbihost can be contacted for support during Normal Business Hours (as defined in section 1.19 in the “Holbihost Service Level Agreement” above).

To contact support during normal business hours:

Holbihost Technical Support team can be reached after hours, and on weekends, by emailing Technical Support support@holbihost.co.uk or calling 08000112569 to report an emergency. This service can only be used for incidents which meet the Emergency Support definition (as defined in section 1.18 in the “Holbihost Service Level Agreement” above).

 

Holbihost

Holbi Group Ltd
Paradise Farm, High street
Kempsford, Fairford
Gloucestershire GL7 4EU
United Kingdom

https://holbihost.co.uk