Service Level Agreement (SLA)

This document (referred as "SLA") serves as a formal agreement between BigBox Networks (referred to as "the Service Provider", "BigBox", "BigBoxHost") and its clients (also referred to as "the Customer") to establish clear expectations, responsibilities, and performance metrics for the services provided. This SLA aims to foster a strong partnership and ensure the highest level of service quality and customer satisfaction.

The purpose of this SLA is to define the scope of services, outline the service levels to be delivered, and establish the guidelines for monitoring, reporting, and resolving any service-related issues. It aims to align the BigBoxHost's offerings with the Customer's requirements and provide a framework for effective communication and collaboration.

This SLA is crucial in maintaining a transparent and mutually beneficial relationship between the BigBoxHost and its Customer. By clearly defining the service levels and performance metrics, it sets the foundation for delivering consistent and reliable services. The SLA helps manage expectations, improve service delivery, and ensure accountability on both sides.

We guarantee a service availability of 99.9% per month for all our web hosting services, reseller service, VPS, cloud, container, remote workspaces, and dedicated server. This means that we strive to ensure that your services are accessible and operational for the majority of the time, minimizing any potential disruptions to your online presence.

Our uptime is monitored by industry-standard software and our network operations center (NOC) team. In the event of a service outage, we will work diligently to identify the issue and take all necessary steps to restore service as soon as possible.

In the rare event that we do not meet the minimum uptime commitment set by BigBox SLA, we provide compensation for each affected service to our customers as a gesture of our commitment to service excellence. Our compensation policy includes a account credit in $USD that can be utilized towards future billing cycles.

The credit for compensation is calculated as 200% of the amount based on the hourly rate incurred of the affected service during the period of service unavailability that is less than uptime guarantee as per out SLA. The customer can request for a service credit by contacting Support. To be eligible, the credit request should be received by us within three (3) months of the end of the billing cycle when the issue occurred.

We prioritize providing exceptional support 24x7x365 to our customers and ensuring timely resolution of any issues they may encounter. We offer multiple support channels to cater to your needs, including a ticketing system, live chat, and phone support (phone support is for only exceptionally urgent needs). Our dedicated support team is available around the clock to assist you. We have average response time of around 40 minutes for our support ticket, and can max upto 18 hours in certain cases or situation. We are committed to resolve most of the support case within 24 hours of initial submission, but can vary in rare or exceptional event or support request.

At BigBoxHost, we understand the importance of ensuring a reliable and uninterrupted service for our customers. As part of our commitment to maintaining the highest service standards, we conduct scheduled maintenance and upgrades to optimize our infrastructure and deliver an enhanced user experience. During these maintenance windows, we take proactive measures to minimize any potential disruptions to your service.

Our scheduled maintenance process is carefully planned and executed to ensure minimal impact on service availability. Prior to any maintenance activity, we provide advance notifications to our customers for atleast 24 hours before the maintenance cycle, keeping them informed about the maintenance schedule, expected duration, and any anticipated service interruptions. These notifications are sent through various communication channels, including email notifications and/or announcements on our website.

While we strive to provide a comprehensive and reliable service, it is important to acknowledge certain limitations and exclusions to the SLA coverage. This section outlines specific situations where the SLA may not apply, ensuring transparency and clarity for both parties involved.

1. Force Majeure Events: Our SLA may not cover service disruptions or delays caused by events beyond our reasonable control, including but not limited to natural disasters, acts of war, acts of government, or other force majeure events. In such cases, we will make every effort to restore services promptly, but the SLA's uptime guarantees may not be applicable
2. Customer Actions or Misuse: The SLA does not apply to service disruptions or performance issues caused by customer actions, misuse of resources, unauthorized access, or non-compliance with our acceptable usage policies. It is important for customers to adhere to the terms and conditions outlined in our TOS agreement to ensure optimal service performance.
3. Third-Party Dependencies: While we strive to maintain a robust and reliable infrastructure, there may be dependencies on third-party services or infrastructure that are beyond our direct control. In such cases, the SLA may not cover service disruptions caused by issues with these third-party providers. However, we will work diligently to resolve any issues and liaise with the relevant parties to minimize the impact on your services.
4. Unforeseen Circumstances: Our SLA is intended to cover common, expected issues related to service availability. However, in cases where outages is related to hardware or other services or events not under BigBoxHost control are not eligible for any guarantee or credit offered under this SLA. The uptime guarantee does not apply to server-side software. This implies that any outage resulting from server software, operating system, inappropriate configurations, denial of service attacks against your instance, instance suspension, and instance pause/halt due to any cause, or any other non-network or non-"host node" outage, regardless of whether or not it is caused by us due to upgrades, troubleshooting, or other activities, is not covered by this uptime guarantee.
5. Planned Maintenance and Upgrades: As mentioned in the Maintenance and Upgrades section, there may be scheduled maintenance windows during which service interruptions or temporary unavailability may occur. While we take proactive measures to minimize disruptions, the SLA's uptime guarantees may not apply during these planned maintenance activities.

As a valued customer, it is essential that you understand and adhere to your responsibilities outlined in this SLA agreement. These responsibilities include promptly reporting any service-related issues, complying with our usage policies, maintaining accurate account information, and ensuring the security of your account credentials. By fulfilling these obligations, you contribute to the smooth functioning of our services and help us deliver the highest level of support and reliability.

Reporting issues in a timely manner allows us to address and resolve any service disruptions efficiently, minimizing the impact on your operations. It is also crucial to adhere to our usage policies, ensuring that your activities do not compromise the security or performance of our services. Keeping your account information up-to-date and confidential helps us maintain effective communication and secure service delivery. Additionally, your cooperation in troubleshooting efforts enables us to identify and resolve issues swiftly, restoring normal service operations

In order to be eligible for any credit offered in this SLA, you must follow these steps: open a support ticket regarding the incident and explicitly ask for a credit. It is important not to assume that we are aware of your service interruption. Your outage could be unrelated to BigBox services, so unless you contact us through a support ticket, we may not be aware of any issues.

To validate your claim, you need to provide us with the support ticket number that you opened during the service outage or a valid log with a timestamp for that event. If there are no logs available, the timestamp on the support ticket will be considered the start of the outage and will determine the claim eligibility on that basis.

If BigBox was aware of the issue before you, we may inform you about the outage. However, even in this case, you must still create a support ticket to confirm your awareness of the outage and request a credit. Just to clarify, you must have a support ticket number in order to receive any credits under this SLA. To be eligible, your credit request should be sent to us within three (3) months from the end of the billing cycle in which the issue occurred.