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Hostwinds Service Level Agreement
Hostwinds provides ticket-based technical support for items covered under our Tiers of Support at no extra cost.
Beyond this, Hostwinds does not provide support for custom scripts, third-party software, or development-related work of any kind. Nor does Hostwinds provide support for services held with third-party providers.
Hostwinds is not closed for any holidays to better serve our global clientele. We are open twenty-four hours a day and three hundred sixty-five days a year (24/7, 365 days/year).
The list below details when specific types of support are available:
Live chat support is available 24/7 a week and 365 days a year
Ticket support is available 24/7 a week and 365 days a year
Billing support is open from 8 am PST to 4 pm PST Mon-Fri
Our support teams will always respond to each ticket as soon as possible. However, our support answers tickets in the order in which they are received.
Hostwinds promises a 99.9999% uptime guarantee. This promise means that the network we use and its power would be up with no downtime in excess of 31.6 seconds per year.
If our network goes down or the power is lost, Hostwinds will provide an account credit upon request made in a ticket for the cost of the whole day(s) affected by that downtime. Downtime excludes SSLs, domain name registrations, and software licenses.
Hostwinds account credit would only be issued under this SLA for downtime directly related to connectivity to our network and power. Beyond this, no account credits or compensation would be issued for service interruptions caused by:
Any scheduled or emergency maintenance
Any ISP or other third parties blocking connectivity in any way
Configurations as set by default or the account owner on a given service
Actions taken or requested by an account owner
Suspensions/Terminations as resulting from a lack of payment, violations of our Terms of Service, or possible fraud
This uptime guarantee only applies to connecting and accessing our network; only the inability to do so would be considered "downtime" per this guarantee.
Third-party software, code, scripts, or other content that is installed on our services is entirely the account owner's responsibility.