The Divi Space Hosting Service Level Agreement is an agreement between our Premium WordPress & Divi Hosting customers and Divi Space Hosting. The Divi Space Hosting SLA covers three components that support the availability of your web site:
Network
We guarantee that our data center network will be available 99.9% of the time in a given month, excluding scheduled maintenance. The data center network means the portion of the Divi Space Hosting network extending from the outbound port on our edge device to the outbound port of the data center border router and includes managed switches, routers, cabling.
Infrastructure
We guarantee that data center HVAC and power will be functioning 99.9% of the time in a given month, excluding scheduled maintenance. Power includes UPSs, PDUs and cabling, but does not include the power supplies on our servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems.
Hardware
We guarantee the functioning of all server hardware components in our infrastructure and we will replace any failed component at no cost to the customer. Hardware means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the servers. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification.
Downtime & Credit Requests
If we identify an issue with one of our servers or our network infrastructure, Divi Space Hosting will credit your account 5% of the monthly fee per additional hour of downtime. To receive an SLA credit, Divi Space Hosting customers must contact hosting@divi.space.
Limitations
Divi Space Hosting provides this Service Level Agreement to customers on qualifying plans and contracts.
You are not entitled to a credit if you are in breach of your services agreement with Divi Space Hosting (including your payment obligations to us) until you have cured the breach. You are not entitled to a credit if downtime would not have occurred but for your breach of your agreement with Divi Space Hosting or your misuse of Divi Space Hosting system.
You are not entitled to a credit if the downtime occurred outside of our servers and/or network infrastructure.
To receive a credit, you must contact hosting@divi.space within thirty (30) days following the end of the downtime. You must show that your use of the Divi Space Hosting was adversely affected in some way as a result of the downtime to be eligible for the credit.
This Service Level Guarantee is your sole and exclusive remedy for Divi Space Hosting unavailability.
Notwithstanding anything in this Service Level Guarantee to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your fee for that billing period. Credits that would be available but for this limitation will not be carried forward to future billing periods.
This Service Level Guarantee is part of your Agreement with Divi Space Hosting, along with Divi Space Hosting Terms of Service and the AUP, and is subject to the terms and conditions stated in those documents.
