Service Level Agreement

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in the singular or in the plural.

Network

Network is defined as all equipment, software, and facilities within our infrastructure, which includes our contracted and leased services outsourced from its providers, which we use to provide our services.

Uptime

Uptime refers to the total time in a given calendar month that our network and infrastructure are available throughout the internet, provided the client and its users have established internet connectivity. Prism Host guarantees an uptime of 99.9% across all services, in the event we fail to uphold the 99% reimbursement uptime guarantee excluding factors out of our control or factors determined by us, then credit will be distributed to clients who experienced a significant, greater than 2 hour straight, downtime. We reserve the right to deny any account credit reimbursement for any reason. We provide a 99.99% network & power guarantee, in the case this guarantee is not fulfilled, we will apply credit reimbursement to the affected customers. Credit reimbursement amount is subject to determination by us.

Exclusions

The following factors are excluded from the Service Level Agreement and are not subject to credit reimbursement.

• A maintenance period is scheduled and announced in at least one service operated by Prism Host more than twenty-four (24) hours in advance.
• Any interruptions or outages caused by the client, or the clients activities.
• False positives or invalid outages caused by third-party services.
• No clients services were interrupted.
• Outages that do not affect any core services. Core services are to be determined by us.
• Downtime caused by a reseller of our services.
• Outages related to the reliability of programming environments.
• Outages caused by third-party services.
• Client has a cancellation request created before, during, or after the downtime or has suspended services, unpaid invoices that are past due, or has abused our services.

Disclaimer

We reserve the right to modify, update, or otherwise change any content in this policy or any of our policies relating to our website or services at any time, with or without notification. Continued use of any of our services shall constitute your consent to such changes.

Contact

If you would like to contact us for more information about this agreement, any of our policies, or your personal information or rights, you may contact us at any of these locations:
Client Portal Ticket
Email
Discord Server