SLA – Service Level Agreement

IcyEvolution.com offers an industry-leading SLA for any web hosting requirements and workloads. With standard 99% yearly availability for all our infrastructure products (shared hosting, VPS and dedicated servers), we protect our customers at a level that surpasses most other services.

Shared Hosting Service Commitment

If a shared hosting plan server falls short of the 99% uptime guarantee, you may receive service credit for the specific hosting package affected to your account. Approval of any credit is at the sole discretion of IcyEvolution.com and may be dependent upon the justification provided.

Downtime is counted only if the shared hosting plan server is “Inaccessible”.  “Inaccessible” means that the system is unavailable or the operating system in the replacement instance could not respond to API or network requests, despite proper security group configuration, for 6 minutes or more.

Just because your website does not work, this does not mean your server has downtime. As long as the server is accessible to deliver your content, then the guarantee is met. It is your responsibility to have working content. “Accessible” means that the operating system in the replacement instance could respond to network requests.

Planned server maintenance does not count as downtime. Downtime resulting due to the wrong processing of files being hosted on the server or errors arising from hosted CMS or applications do not qualify for this SLA.

IcyEvolution.com commits that all shared web hosting plans will be available 99% or more of the time in a given calendar year. If we (IcyEvolution.com) fail to meet these commitments, just let us know and we will apply a service credit to your account upon justification provided. The service credit applied will be calculated by multiplying a) your total charges for your service during the year we failed to meet the commitment by b) the percentage credit you qualify for in the table below:

Monthly Availability % Credit to Bill
100% to 99% N/A
< 99% to 97% 5%
< 97% to 95% 10%
< 95% to 92% 20%
< 92% 30%

For each service, “downtime minutes” are accrued starting at the beginning of the first 6-minute interval during which the service was inaccessible and continues until the customer’s service is restored.

Any service in which a customer has no activity, defined as having 0 on their bill in a given month, will be deemed to have had 100% availability for that customer for the given month.

VPS & Dedicated Server Service Commitment

VPS and Dedicated Servers are covered by a network guarantee in which the credit is prorated for the amount of time the server is down.

Planned server maintenance does not count as downtime.

Just because your website does not work, this does not mean our network has downtime. As long as the network is available, then the guarantee is met.

It is your responsibility to ensure that there is a valid email address and current root password on file for your dedicated server to prevent downtime from forced password resets.

IcyEvolution.com reserves the right to audit servers as needed and to perform administrative actions at the request of our data center.