Service Level Agreement

The H9 SLA Promise is simple and it's something we stand behind and here is what we promise!
 

Quality Components
The H9 Hosting Platform is built with high quality hardware, network providers, and the servers are stabilized and secured by seasoned system administrators.

Intelligent & Fast Acting Staff
The H9 Support Platform will provide you with the most accurate technical answer in the easier to understand language possible. The support teams goal is to provide solutions to problems and go the extra mile.

H9 Honesty
Above all things you will receive nothing less than brutal honesty from us at all times.   The H9 team has built a reliable infrastructure that we are very proud of.   When a problem occurs we will make every attempt to provide you straight answers that are both honest and timely!
 

The H9 SLA Promise is simple. We despise unscheduled downtime and, unless you are the cause of the problem, we will credit your account 1 day of free service, up to 1 month credit, for every 60 minutes of unscheduled downtime. 

Please note that the first 60 minutes (or 0.1%) of downtime per month are not counted towards any credit and the maximum credit available is 1 month of service. Credits are available only for future services/invoices and will not be issued as refunds. Requests sent via email or support ticket will not be accepted. All credit requests must be sent via our official request form at http://www.hostnine.com/credit/ no later than the tenth (10th) day of the month following the SLA violation. Credits are issued based on the uptime for the previous calendar month only. For example, if you experienced less than 99.9% uptime in the month of November, you would need to submit your request for credit no later than December 10th. Requests not submitted within the required timeframe will not be accepted - no exceptions. The following circumstances are not eligible for credit and are specifically excluded from our Uptime Guarantee: Scheduled maintenance, DDoS or similar attack, hardware failure, customer fault/error, issues with customer ISP, firewall blocks/bans, or any other circumstance beyond our reasonable control.

We do not issue