QUALITY OF SERVICE GUARANTEE (SLA)
ANNEX NO. 3 TO THE TERMS AND CONDITIONS
Hereby, with the aim of providing the best Services to Hostuno.com Clients, this document – the Quality of Service Guarantee (SLA) – is introduced, constituting Annex No. 3 to the Terms of Use of the Website and the General Terms of Service provided by Hostuno.com.
1. GENERAL PROVISIONS
- 1. Hostuno.com monitors individual Services to ensure their proper functioning. The monitoring of Services relates exclusively to checking the correctness of tasks performed by Hostuno.com.
- 2. Hostuno.com assumes no liability for interruptions in the operation of websites, online platforms, or applications located on servers provided by Hostuno.com, as well as any other software implemented by the Client, caused by incorrect configuration on the Client’s side or by failure to meet the requirements of the Hostuno.com Terms of Use, including Annex No. 2 specifying safety limits.
2. REPORTING FAILURES AND RESPONSE TIME
- 1. The Client may report a failure or notify Hostuno.com of any existing issues in the following ways:
- • Electronic: help@hostuno.com
- • Electronic – via the contact form available at: https://www.hostuno.com/contact/
- • Electronic – using support tickets in the payment panel: https://payments.hostuno.com/tickets/
- 2. Hostuno.com processes notifications in the order they are received, acting without undue delay.
- 3. It is recommended that the Client making a notification provide at least:
- • the type and name of the Service,
- • a description of the failure or information about the problem,
- • the first and last name and email address of the person submitting the notification.
3. SERVICE AVAILABILITY GUARANTEE AND COMPENSATION
- 1. Hostuno.com specifies and provides a service availability guarantee at the following levels:
- • 99.50% on an annual basis for Uno Start services,
- • 99.70% on an annual basis for Uno Premium services.
- 2. In the event of a failure caused by Hostuno.com that reduces the availability of the Service or Services below the guaranteed availability in a one-year period, Hostuno.com undertakes to extend the account validity for affected Clients by a period of 3 days for every 0.50% downtime of each Service.
- 3. Hostuno.com does not provide any service availability guarantee or compensation for Service downtime if the Client violates the Hostuno.com Terms of Use, in particular Annex No. 2 – Safety Limits.
4. TECHNICAL DOWNTIME
- 1. Hostuno.com reserves the right to introduce technical downtime in the accessibility of Services, particularly in situations where it is necessary to repair or maintain servers or devices required for the provision of Services, update software, ensure proper system security, or implement new technological solutions.
- 2. The maximum period of technical downtime should not exceed 24 hours in a single year.
- 3. Hostuno.com is obliged to inform Clients about planned technical downtime at least 24 hours in advance, using notices published on the website at https://hostuno.com/news/ and by email sent to the Client’s email address.
5. EXCLUSIONS FROM THE QUALITY OF SERVICE GUARANTEE (SLA)
- 1. The Quality of Service Guarantee (SLA) does not apply in situations where:
- a) the failure occurs as a result of force majeure;
- b) the failure or downtime is related to a planned technical break, with Clients properly notified in advance and using the prescribed communication method;
- c) the failure or downtime affects devices not operated by Hostuno.com but required for the provision of Services;
- d) the failure or downtime results from self-configuration (modification) of the Service or software operated by the Client or unauthorized third parties for which Hostuno.com is not responsible.
- 2. If the circumstances specified in Section 5.1(a) and (c) occur, Hostuno.com shall respond (provide explanations) upon the Client’s express request, while documenting the situation in question.