Hostnetindia promise it will be a hassle-free migration. Means you don’t need to stress anymore about downloading your files from the old server and later uploading it on yours. Once you decide as your web hosting provider, be rest assured about your website. Your goal is to provide the most redundant and reliable services to your client’s and resolve any issues that a client may come across with his server(s) or other hosting services. THE PINNACLE GROUP INC. INDIA Support Team are well-trained as well as experienced with web servers, operating systems, various software applications and databases.
INDIA will make sure to provide complete management and support to clients at all times, however they can only guarantee resolution for issues in which have necessary experience or training. Operating System installed with latest updates and patches. Automatic updates will be enabled on your server prior to delivery of the server login credentials. Manual updates, security patches, policy configurations, OS re-installation, troubleshooting OS issues covered for the following Operating System. Network and Power Systems monitored and maintained by THE PINNACLE GROUP INC. INDIA covered under Network and Power Availability SLA.
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Hostnetindia will not provide technical support for any custom software applications. Only public or open source softwares will be supported. Custom-coded softwares that are installed on the server will be client’s responsibility unless a custom service contract has been made with. They will make all technical resources available in order to support their clients. However, it’s client’s responsibility to attempt to resolve basic issues such as adding websites, email accounts, server reboots, DNS points. Notwithstanding anything to the contrary herein, amount credit to the client in a particular month under this service level agreement shall not exceed the amount paid by the client.
Credit excludes all taxes charged to Client’s and are Client’s exclusive solution in respect with failure of Client services. If a client abuses your support policies which causes degradation of level of support for other customers due to the frequency and nature of their own requests, INDIA may be required to give the abusive customers a lower level of priority in the support queue and or require payment to troubleshoot specific issues. INDIA allocates enough support staff to provide upto two hours of support per server per month.
Network and Power SLA
Subject to Sections 3 and 4 below, client service’s availability is less than 99.95%, Company will credit accordance with time exceeding 30 minutes from the time at which the request has been placed by the client. Hostnetindia Request should include Client’s domain name, registered email ID, the date & time(s) of breach of the service level agreement, and it should be submitted by an authorized contact on the billing account. Credit Request submitted takes about 10 Business days to approve from the financial and support department and once approved, it will be applied to the next billing cycle. Credit’s are not refundable and cannot be encashed.
Service level agreement
If unable to contact client via phone, email or live chat. Request for Credit for a breach of this service level agreement, client’s must request by submitting a support ticket or email at [email protected]. Definitions This SLA applies to only clients who have ordered dedicated web servers, managed colocation services, off-sitebackup solutions and other related hosting services. From The Pinnacle Group INC. India (the “Company”) and your account is current (i.e., not past due). As used herein, As used herein, “Availability” refers to percentage of a month ( 24 hours a day for number of days in a month ) that client’s services are available for internet access, as measured by the Company.