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Service Level Agreement

Ace Hosting's plain english Service Level Agreement

Ace Hosting is proud to provide reliable hosting services with excellent technical support.  As part of that we have a very simple Service Level Agreement:

We aim to provide at least 99.99% uptime to our customers, and will refund one days hosting for each hour of any unplanned outage longer than 60 minutes.

This covers:

  • Any outage of our servers that we, or our immediate upstream provider are responsible for.
  • Hardware failures on our servers.

It does not cover:

  • Wide spread outages affecting significant portions of the internet.
  • Planned outages for system maintenance.
  • Outages to your site caused by your own actions.
  • Problems restricted to networks not managed by us (i.e. if your home or business is the only place unable to access your website, this does not count as an outage).

In addition we offer a 30 day money back guarantee:

If for any reason you are unhappy with us and you let us know within the first 30 days of your hosting we will refund the hosting and setup fees for your account.  Please note: this does not include and domain registration fees, but we will help you recover the registry key so you can move your domain to a new host.

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