Service Level Agreement

This is the Service Level Agreement that governs usage of HokoCloud services. Please let us know if you have questions.
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Party Definitions and Introductory Terms

The operative parties referred to in this Agreement are defined as follows:

  • The use of the services provided by Caprico Ltd. (hereafter referred to as "HokoCloud"), located at Agiou Andreou 339, Office 108, 3035 Limassol, Cyprus.
  • HokoCloud is the publisher and operator of www.hokocloud.com (the "SITE") whereby HokoCloud makes certain technology services (the "Services") available. For purposes of this Agreement, when "Site" or "Services" are referenced, such reference includes all hardware, software, and network resources necessary to provide said Site and/or Service.
  • When first-person pronouns are used in this Agreement, (Us, We, Our, Ours, etc.) these provisions are referring to Vultr. Additionally, when the terms "the Site" or "Site" are used, these terms refer to any site published by Us, unless a site is specifically exempt from this policy.
  • You, the Client - As Our Client and the user of the Site or Services, this Agreement will refer to You through any second-person pronouns, such as "Your," "Yours," etc.

100% Uptime Guarantee

Hokocloud offers a 100% uptime guarantee via this Service Level Agreement based on network and host node availability. Collectively, these guarantees may be referred to as the "SLA." This SLA is provided as a supplement to the Terms of Service you agreed to in becoming a HokoCloud customer, which is hereby incorporated by reference as an indispensable part of this SLA.

This uptime guarantee is applicable on a per-service-item basis and is not applied to Your entire invoice. For example, if You have fifty (50) servers with Us, and one (1) of those servers experiences downtime, any credit due to You under this uptime guarantee would be proportional to that one (1) server's downtime and not Your entire account with Us. This uptime guarantee does not apply to the accessibility of HokoCloud's web property, DNS servers, API, or control panel.

Packet Loss and Latency

HokoCloud does not proactively monitor the packet loss or transmission latency of specific customers. HokoCloud does, however, proactively monitor the aggregate packet loss and transmission latency within its LAN and WAN. In the event that HokoCloud discovers (either from its own efforts or after being notified by You) that You are experiencing packet loss in excess of one percent (1%) ("Excess Packet Loss") between your instance and one hop from HokoCloud's border router(s) (first hop of egress providers router) and You notify HokoCloud via email to support@hokocloud.com (or HokoCloud has notified You of an event), HokoCloud will take all actions necessary to determine the source of the Excess Packet Loss/Latency.

Limitations

The uptime guarantee ONLY applies to network and instance availability during normal operation. The uptime guarantee does NOT apply to server-side software uptime. Any outage due to server software, operating systems, improper configurations, denial of service attack against your instance, instance suspension, instance paused/halted for any reason, or any other non-network or non-"host node" outage, for any reason and whether or not such outage is caused by Us due to upgrading, troubleshooting or performing any other tasks, is not subject to this uptime guarantee. The guarantee does NOT apply when a scheduled maintenance occurs with a minimum of twenty-four (24) hours notice or in the event a time critical patch/update must be applied as long as the outage/packet loss does not exceed ten (10) minutes.

Furthermore, none of the guarantees in this SLA may be combined. For example, a hardware outage that also disrupts network activity will not qualify You for two (2) separate credits. If for example, a hardware outage was the basis for the connectivity loss, the entire event will count as one single outage for the purpose of determining applicable credit.

Outage Credits

In accordance with the procedure outlined below, you must contact helpdesk@hokocloud.com and request that a credit be applied to your account. Merely sending an email related to an outage will not result in any credit to your account. Sending an email and requesting a credit is what triggers an event for any potential credits; however, HokoCloud must still determine, in its sole discretion, whether or not an eligible outage has occurred. If HokoCloud determines that an eligible outage has occurred, then the email you sent will be used to generate a credit using the table below:

Outage Timeframe Credit Amount
>10 - 59 minutes 1 Day
60 - 119 minutes 2 Days
120 - 239 minutes 1 Week
240 - 419 minutes 2 Weeks
420+ minutes 1 Month


How To Obtain Your Credit

In order to receive any credit offered under this SLA, You must send an email to helpdesk@hokocloud.com  related to the event AND expressly request that We issue a credit. DO NOT ASSUME THAT WE ARE AWARE OF YOUR OUTAGE. Your outage may be wholly unrelated to Hokocloud's services, so unless You contact Us via email, we may not be aware of any problem exists. Outages related to hardware or other services or events not under HokoCloud's control are not eligible for any guarantee or credit offered under this SLA.

As stated herein, the timestamp on the support email will mark the beginning of an outage If Hokocloud was aware of the issue before you were, HokoCloud may notify you of the outage. In such instance, you must still send an email to helpdesk@hokocloud.com  to confirm that you are aware of the outage, and such support email must still also request a credit.

You agree and acknowledge that all other terms, limitations, exclusions, disclaimers and requirements contained in HokoCloud's Terms and Conditions apply to this SLA.