Legal Documents

Service Level Agreement

Please read the following terms carefully before using services provided by DMI Web Hosting or it's partners.

Coverage
This web site availability service level agreement (SLA) applies to you if you have ordered any hosting plan ("service") and you are in good financial standing with DMI Web Hosting.

Service Level
DMI Web Hosting endeavors to have network connectivity available by http access by third parties 99% of the time ("web site availability").

Credits
In the event that there is no web site availability, DMI Web Hosting will credit the monthly service charge for the service as calculated below and as measured 24 hours a day in a calendar month. The maximum credit is not to exceed the monthly service charge for the affected month.


Please contact our sales team for the latest updates to our money back guarantee. This policy is subject to changes and updates without prior notice.

In order for you to receive a credit on your account, you must request such credit within seven (7) business days after you experienced web site unavailability so that we may check our stats. You must request credit by sending a request to our billing department via email. The message must contain your domain name, the dates and times of the unavailability of your web site, and such other customer identification requested by DMI Web Hosting. Credits will usually be applied within sixty (60) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event that there is no web site availability.

Restrictions
Credits shall not be provided to you in the event that you have no web site availability resulting from (i) scheduled maintenance, (ii) your behavior or the performance or failure of your equipment, programs or applications, or (iii) circumstances beyond the reasonable control of DMI Web Hosting, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, DDoS attacks (distributed denial-of-service), unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your Web Site.

Limitations
Online problems occur continuously. There might come a time when you cannot access your website or any other service. This is not necessarily due to DMI Web Hosting. Perhaps your ISP is experiencing technical difficulties, or there might be a routing problem between your ISP and the data center utilized and maintained by DMI Web Hosting and it's partners, making communication difficult or impossible. We cannot bear the responsibility of such problems. Our monitoring agents determine the uptime of our service, and not any one client's experience.

Dedicated Server Restore
DMI Web Hosting is not responsible for the restoration of data to server. We strongly recommend that your purchase backup options for your server, and keep copies of your data off-site with you for emergency purposes. If hardware failure and data loss occur, you the client, are responsible for data restoration. DMI Web Hosting shall not be liable for loss of data under any circumstance.

Hardware Replacement
Hardware replacement will occur within 1-8 hours of the reported problem, DMI Web Hosting will refund 2% of the monthly fee per additional 8 hours of down time (up to 100% of customer's monthly fee). In order to reduce replacement hardware downtime, we keep a certain quantity of pre-built systems on hand to swap out hard disks so that your server can be back up in the shortest amount of time. For hard disk failures, we keep pre-installed drives with our standard partitioning for immediate deployment. In order to request a SLA hardware violation credit, you must within 10 days of reported violation contact our sales department via email. SLA violations will be reviewed by our personnel Monday - Friday 9AM to 5PM EST. *Hardware SLA violations do not cover network violation*

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While we make every effort to keep our most current terms posted on this site, some policies may have changed for various reasons. Services on this site are subject to change and availability. All terms on this site are subject to change without written notice. Changes are affective immediately - whether posted on this site or not. Contact our legal department by phone or in writing for verbal confirmation of active policies. Additional terms may apply to special services offered by our company. For example: Dedicated servers. Please visit these service pages for additional terms and conditions of services provided. DMI Web Hosting reserves the right to refuse service to anyone for any reason at the discretion of management.
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