Service Level Agreements (SLA)

Genesis Adaptive Hosting, INC., its leadership team, and team members, understand that the primary reason you've chosen us as your hosting provider is the continued availability of service provisioned through the Genesis Adaptive Hosting, INC. network.

Genesis Adaptive Hosting, INC. strives to maintain one of the most inclusive and aggressive SLAs in the industry by ensuring that your downtime means more to us than just a lost opportunity to satisfy you, our customer. Just as when you are offline losing money, we believe we should be in that position as well.

This internally held belief that maximizing the stability of our environment and investing in only the best hardware, software, and network components available makes Genesis Adaptive Hosting, INC. network of hypervisors and storage clusters some of the most stable in the industry.

Standard Service Level Agreement (SLA)

The Genesis Adaptive Hosting, INC., LLC Standard Support Service Level Agreement covers all areas of our operations that might affect your business.

Network Availability

Genesis Adaptive Hosting, INC. guarantees 100% network availability throughout our global network of data centers in any given month, measured from the Outbound network port on Genesis Adaptive Hosting, INC. hardware nodes, to the border router in Genesis Adaptive Hosting, INC. data centers. This excludes scheduled & emergency maintenance. Scheduled Maintenance will be announced via customer communication channels a minimum of 7 days prior to the date of the maintenance. Emergency maintenance will be announced via customer communication channels a minimum of 2 hours prior to the start time of the maintenance.

Genesis Adaptive Hosting, INC. will credit your account 10% for each 30 minutes of unscheduled network unavailability, as measured by external monitoring networks provided by Genesis Adaptive Hosting, INC..

Hardware/Node Availability

Genesis Adaptive Hosting, INC. guarantees 99.99% hardware node availability throughout our global network of data centers in any given month. Hardware/Node availability includes being able to actively access all VPS servers hosted on the node via standard access methods such as SSH, Remote Desktop, or control panel. This excludes scheduled & emergency maintenance, and force majure. Scheduled Maintenance will be announced via customer communication channels a minimum of 7 days prior to the date of the maintenance. Emergency maintenance will be announced via customer communication channels a minimum of 2 hours prior to the start time of the maintenance.

Genesis Adaptive Hosting, INC. will credit your account 10% for each 30 minutes of unscheduled Hardware/Node unavailability, as measured by external monitoring networks provided by Genesis Adaptive Hosting, INC..

Adaptive Support Service Level Agreement (SLA)

In addition to the Genesis Adaptive Hosting, INC. Standard Support SLA, subscribers to the Genesis Adaptive Hosting, INC. Adaptive Support add-on will be provided an additional SLA covering aspects specific to the Adaptive Support package.

Customer Support Availability

Genesis Adaptive Hosting, INC. guarantees that customer support representatives will be available 24x7x365 via the customer support portal ticketing system as well as e-mail to provide for support responses in under 30 minutes. Please note, chat is NOT covered under this SLA at this time.

Genesis Adaptive Hosting, INC. will credit your account 10% for each additional 30 minutes the Customer Support response time SLA is breached, as measured by initial support request and response time by Genesis Adaptive Hosting, INC. staff.

SLA Credits

Requesting an SLA Credit

SLA credits are to be requested from within the client portal, under the SLA credit department. The request for SLA credit should detail the following:

SLA credit request tickets not containing the above information will be closed.

Conditions and Limitations

No SLA credits or considerations will be given to customers whose accounts are not current. Past due clients are not eligible to complete SLA requests.



This Service Level Agreement was last updated on December 16th, 2016.