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Harneyz Ltd. Service Level Guarantees

SERVICE GUARANTEES

99.9% Network Uptime Guarantee
Harneyz Ltd. guarantees that the main virtual machine where your VPS is located will be up and running at least 99.9% of the time during your subscription with us. However, we cannot be held responsible for upstream problems outside of our network and areas where Harneyz Ltd. has no direct influence, such as backbone provider failures, fiber-optic main line cuts, DNS or Registrar problems with subscribers’ domain names, routing problems between a client’s location and our data center. The uptime guarantee is also not applicable if the service interruption was caused by a natural or unnatural event that is not directly under the control (or jurisdiction) of Harneyz Ltd.. Harneyz Ltd. may temporarily deny or terminate the Service upon client’s failure to pay their charges at due time.

Harneyz Ltd. guarantees 99.9% network uptime and server stability for the main virtual machine. This, however, does not refer to problems stemming from:

a. Server Hardware Breakdown.

b. User error(s) or purposeful interruption(s) (e.g. if the client shuts his/her own server down, Harneyz Ltd. is not responsible for the downtime).

c. Failures due to software that is not explicitly supported by Harneyz Ltd.. Consequently, if a hardware crash provoked by the customer happens, Harneyz Ltd. has no responsibility for the resulting downtime.

Network Outages or Unexpected Downtime is any unplanned or unexpected interruption in the network availability due to hardware, software, network connectivity or data center problem, during which a 100% packet loss is experienced.

Scheduled Downtime is any scheduled interruption of the services for the purpose of network software/hardware upgrades, or replacement of any network equipment in order to be provided better service for the customers. Scheduled downtimes occur within pre-notified downtime periods, with as many warnings as possible sent via e-mail or posted in our news section minimum 24-hour in advance.

SUPPORT RESPONSE GUARANTEE

Harneyz Ltd. guarantees 24/7 support available 365 days per year, for all the pre-installed software on your VPS. Support is available via our online Contact Us form, via email, and the VPS Plan Manager integrated ticketing system. Each ticket is replied to within no more than 60 minutes after it has been opened.