Windows & Unix Web Hosting
100% Uptime Guarantee
Frontline Communications believes in backing up our promises with real guarantees and that it is high time for the web hosting industry to do business with integrity. We can offer a genuine 100% uptime guarantee because we have invested in brand name reliable servers and network equipment, quality network and server monitoring systems, redundant backup systems and have hired professional and experienced engineers and server administrators who can anticipate potential problems and emergencies.
To assist you with understanding our 100% Uptime Guarantee we have developed a list of common related questions and answers. Our Service Level Agreement (SLA) is also included below.
Does 100% Uptime mean that my site will be available 100% of the time?
Because web site availability is essential for your mission-critical hosting, our Service Level Agreement (SLA) is designed to protect our customers against unscheduled outages by providing remedies in terms of real account credits should they occur. While we endeavor hard to provide 100% uptime, it does not mean that your site will be available 100% of the time. No web host can absolutely and honestly state that they will provide 100% availability because all servers need to be rebooted occasionally, have preventative maintenance performed, and because servers and networks are hardware and software, they may occasionally fail.
What is the difference between network uptime guarantees and server uptime guarantees?
Network uptime guarantees refer to the entire network of the web hosting company both internally and externally (LAN AND WAN). If you read closely, many of our competitors that offer 99.9%+ uptime guarantees refer only to their network and not the individual web servers. Therefore, if one server goes down hard and the rest of the network is running fine, customers would not receive any credits or refunds. We believe this practice is neither ethical nor fair. That is why our 100% uptime guarantee also is applicable to individual servers. Compare our guarantee with others closely and you will see the benefit for choosing www.frontline.net as your reliable web hosting provider.
Are not all uptime guarantees just marketing hype?
Be sure to do comparisons with other host uptime guarantees and unlike many of them you will clearly see that ours is genuine and not marketing hype. We mean what we say and back it up with real guarantees. The best web hosting companies offer uptime guarantees to their customers but not all that offer guarantees are the best hosts. Some back the guarantee with real credits or refunds but be advised that many do not.
Here are some common guarantees in the industry today and the actual amount of downtime per month involved.
99.5% uptime = 216 minutes of downtime in a month
99.8% uptime = 86.4 minutes of downtime in a month
99.9% uptime = 43.2 minutes of downtime in a month
99.99% uptime = 4.32 minutes of downtime in a month
99.999% uptime = 0.432 minutes (26 seconds) in a month
Why do reliable web hosting companies offer uptime guarantees backed with real credits or refunds to customer accounts?
We have been involved in the hosting industry for over nine years and have seen many of our competitors come and go. Many web hosting companies fail because they are not committed to taking great care of their customers. If a web host has nothing to lose when your site is down, then their commitment and speed in restoring your site may not be the best.
In reality, an uptime guarantee may only mean a small refund or account credit for you, but if your web host is refunding or crediting every client on their server $5 - $9.95, this could mean significant losses for them. For example, we have a server maximum of no more than 400 accounts. If one of our web servers went down hard, and we took our time in getting it back up, that would translate to a loss of $3,300 (assuming the server was not restored in 48 hours) for the month on that server alone. Obviously it is also in our best interest to get the troubled server up and running as fast as possible.
Does offering a 100% Uptime Guarantee place a great amount of stress on your staff to keep the network and servers running?
Our network and server engineers are highly skilled and experienced in the field. They love the challenge and thrive on keeping things running smoothly. While this may not be the perfect analogy, think about highly skilled police officers or Emergency Medical Technicians. When they receive a report from their dispatcher that an accident has occurred, do they sit around, drink coffee, and take their time responding? No way! They drive lightning fast to the scene and handle the situation as quickly as possible. Why? Just because that is their job and they are getting paid to do so? No way! It is because they love what they do and are committed to doing the very best they can in order to save lives! While restoring servers is not as rewarding as saving a life, our staff are highly committed to our customers and know that a moments downtime can be a serious loss of business and reputation for our customers. Therefore, we believe it's our responsibility to do all we can to keep our servers and network running 100%.
Is the 100% Uptime Guarantee considered to be web site or business insurance?
We are in the web hosting business, not the insurance business. Our 100% Uptime Guarantee is in no way to be interpreted as an insurance product. Since the maximum amount of credits that can be applied to any web hosting account is the actual amount paid by the customer per month, quarter or year then obviously it is not sufficient to “cover” any damages caused by any server or network outage. We recognize that web sites cost money to develop, maintain and ecommerce sites can experience loss of sales and income when an outage occurs. We do not however offer any compensation for these types of losses as stated in our Terms of Service. While we do perform daily backups on all servers, it is the customer’s responsibility to maintain their own site backups on their local computers at all times and if deemed necessary, obtain insurance products from reputable insurance providers to cover any loss of business or sales.
Service Level Agreement – 100% Uptime Guarantee
Frontline's Service Level Agreement (SLA) covers certain aspects of our shared hosting accounts. Our goal is to achieve 100% Web site availability for all customers. The SLA serves to provide you confidence and assurance that we stand behind our hosting accounts.
In the event that one of your shared hosting accounts falls below 100% Web site availability you may request a credit per the terms and conditions of the SLA. To request a credit you must contact us by creating a Customer Care Support HelpDesk Ticket here.
In the unlikely event that our entire network is unavailable, please wait a little while and try again within 72 hours. If you still cannot reach our HelpDesk, please contact us via email to firstname.lastname@example.org stating that you have a claim and will be reporting it on the HelpDesk when it becomes available.
Requests for credits must be received within 72 hours after the incident for which the review is being requested. If the unavailability is confirmed by us, a credit to your web hosting account will be applied within 7 days according to the credit payment schedule below. Credits are not refundable upon cancellation and can only be used for current or future charges.
Complete terms and conditions of SLA can be found below.
1. Definitions and Applicability
This Web Site Availability Service Level Agreement (SLA) applies to you ("customer") if you have ordered any web hosting account services from Frontline Communications (the "Services") and your account is current (i.e., not past due). As used herein, the term "Web Site Availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer's Web site is available for access by third parties via HTTP and HTTPS, as measured by Frontline Communications.
Network uptime is the total time in a calendar month that the frontline.net network is available through the Internet, provided that Customer has established connectivity. Frontline Communications takes responsibility for network availability within our network, however, we cannot be held liable for upstream problems (problems outside of our network.) Our guarantee is that our Network will be available to clients free of network outages for 100% of each calendar month.
Scheduled Maintenance Downtime is any scheduled interruption of Services, either for the purpose of network upgrades, or for the replacement of any equipment in order to provide for you better service. Scheduled downtime occurs during notified downtime periods, with as much advance warning as possible via e-mail or via our Customer Care Support HelpDesk.
2. Service Level
Frontline Communications seeks as it’s goal to achieve 100% Web Site availability for all customers.
Subject to Sections 3 and 4 below, if the Web Site Availability of customer's Web site is less than 100%, Frontline Communications will issue a credit upon request to customer’s account 5% of the customers monthly bill for each 30 minutes of verifiable downtime. If customer has paid on a monthly, quarterly, semi-annual, or annual basis, then the amount paid by customer will be calculated in terms of months and the Web Site Availability credits of 5% for each 30 minutes of verifiable downtime will be applied accordingly.
For Frontline Communications reseller accounts, the credits received will only be to the reseller account itself. We have no control over the pricing of our resellers therefore we would not be crediting the resellers customers accounts individually. We will however credit the resellers account under this SLA for downtime of their customer sites meeting the requirements above on a pro-rated basis for the reseller.
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Web Site Availability caused by or associated with:
1. Circumstances beyond our reasonable control, including, without limitation, acts of God, acts of any governmental body, war, insurrection, terrorism, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
2. Failure of access circuits to our network, unless such failure is caused solely byFrontline Communications;
3. Scheduled maintenance and emergency maintenance and upgrades;
4. DNS issues outside the direct control ofFrontline Communications;
5. Issues with FTP, POP, IMAP, or SMTP customer access;
6. False SLA breaches reported as a result of outages or errors of any Frontline Communications measurement system;
7. Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of our Terms of Service Policy;
8. Email or webmail delivery and transmission;
9. DNS (Domain Name Server) Propagation.
10. Outages elsewhere on the Internet that hinder access to your account. Frontline Communications is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. Frontline Communications will guarantee only those areas considered under the control of Frontline Communications: our server links to the Internet, our routers, and our servers.
4. Credit Request and Payment Procedures
To request a credit, the customer must send their request details to Frontline Communications by creating a Customer Care Support HelpDesk Ticket here. All requests in connection with this SLA must include domain name and the dates and times of the unavailability of customer's Web site and must be received by Frontline Communications within 72 hours after the customer's Web Site was not available. While not required, it would be very helpful for the customer to provide a ping and trace route report in the HelpDesk ticket so we can view the routes taken to our network. If the unavailability is confirmed by Frontline Communications, credits will be applied within 7 days after Frontline Communications's receipt of the customer's credit request. Credits are not refundable upon cancellation and can be used only towards future billing charges.
Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer or reseller for such month for the affected Services.
Credits are exclusive of any applicable taxes charged to customer or collected by Frontline Communications and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Web Site Availability of customer's Web site.
If you have any questions about our uptime guarantee, please contact us. We are looking forward to serving you!