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Web Hosting Service Level Agreement (SLA)

เอกสาร Service Level Agreement นี้ เป็นข้อตกลงระหว่าง บริษัท โค้ด ออเรนจ์ จำกัด (ผู้ให้บริการ) และลูกค้าเว็บโฮสติ้ง (ผู้ใช้บริการ) ผู้ให้บริการอาจทำการเปลี่ยนแปลงปรับปรุงเอกสารนี้ได้ โดยจะทำการแสดงไว้บนเว็บไซต์ของผู้ให้บริการ

VhostWeb Standard (Included Free) - 99.9% Uptime SLA

  • Less than 99.9% uptime per month means the SLA has not been fulfilled. Uptime is the time in which there is no downtime. Uptime is calculated on a monthly basis. When the guaranteed uptime is not met, the customer can request for restitution of the monthly costs according to the following table:

    • Availability 99.0% - 99.9%: 5% of monthly fee

    • Availability 98.0% - 98.9%: 10% of the monthly fee

    • Availability 95.0% - 97.9%: 15% of the monthly fee

    • Availability 90.0% - 94.9%: 25% of the monthly fee

    • Availability 89.9% or below: 30% of monthly fee

    The credit will be deducted from the service charge in the next billing cycle.

  • Definition of Downtime

    If one of the following three conditions is met, this constitutes as downtime:

    • Web server is not working. It is not possible to open a connection via port 80 to the web server port

    • Files can not be read from the filesystem by the webserver

    • Database is not functioning. It is not possible to connect to the database server using a valid login combination

    Downtime is not counted in these cases:

    • Power failure, network failure, attacks such as DDoS, natural disasters, riots or other force majeure events over which VhostWeb has no control

    • Maintenance, as long as this is done outside office hours and less than 8 hours per month

    • Urgent maintenance required for the stability or safety of our environment

  • Incident notification and response

    • If our system is not functioning properly, the customer has to report this to VhostWeb via the proper communication channel.

    • Downtime starts from the moment the customer reports the incident using the proper channel, or if VhostWeb finds a problem.

    • For incidents, the proper communication channel is:

      • Our office phone number during office hours;

      • The urgent phone number listed outside office hours;

    • You can find all support options in our Support Options document and website.

    • VhostWeb employs a third party monitoring system to detect failures in network or server components.

  • Backups

    • It's a common practice to always have your own backups, just in case.

    • VPS/Cloud/Server:

      • Please make your own backups;

      • We make daily snapshots to restore in case of server failures (cannot be used for individual file restores);

      • If you have Plesk control panel, make sure backups are ON. You can then use Plesk to restore a file.

    • Shared Hosting:

      • We make daily snapshots to restore in case of server failures (cannot be used for individual file restores);

      • If you have Plesk control panel, make sure backups are ON. You can then use Plesk to restore a file.

  • Refunds

    • We do not offer a trial period

    • When you are not satisfied with our service, you can fill out our Refund Request Form within 30 days after purchase, and after looking at the facts your request could be honored, honored in part or denied. This can take up to 21 days depending on the case. If your refund is processed, please allow for 14 days bank processing time (this is usually faster, but outside of our control).

    • Here is a list of services that are always excluded from refunds:

      • Set-up costs;

      • Administrative costs;

      • Domain registration;

      • VPS, Cloud Server, Dedicated Server;

      • Custom web development, Programming service, Design service etc.;

      • SSL certificates after issuing.

  • Privacy Policy

    • We respect and are committed to protecting your privacy. We may collect personally identifiable information when you visit our site, although you can opt out of cookies with the new website pop-up. We also automatically receive and record information on our server logs from your browser including your IP address, cookie information and the page(s) you visited. We will not sell your personally identifiable information to anyone.

  • Hours of Operation

    • We monitor our systems 24x7x365, please rest assured that we take action if servers are down.

    • Our normal hours of operation, when you can expect the phone to be answered:

      • Working days Monday - Friday* 9:00 - 18:00**

      • *Excluding Thai holidays as published by Bank of Thailand;

      • **Outside these hours we can be reached for emergencies only