Managed to us is like a reseller account. We fully
manage the server; you sell accounts and service them but when
problems arise we will help you fix them. If you email us and
say my customer domain.com is not getting his emails on account
joe@domain.com we will log on and help you resolve the problem
with his account etc. just like we do with any reseller. We
will also be doing full proactive monitoring of the server,
log files, software installs, security updates, patches etc.,
leaving you to only worry about running your business and not
server administration.
Unmanaged is just that. Hardware failures are our problem but
the software and services are yours. We do not monitor, provide
security audits, check logs or any other service that should
be rendered by a server technician. If you email us a question
on a customer problem we will offer to check on it and fix it
for an administrative fee of $99.00 per hour with a one hour
minimum. Unmanaged servers are not covered by any uptime guarantee,
due to the server not being administrated by HostLots.com, we
cannot guarantee its functionality.
All servers include free emergency reboots.
All managed and unmanaged dedicated server prices
include Cpanel and WHM.
We do not cover 3rd party software installs that
we do not supply, nor do we troubleshoot 3rd party software
your clients may install. If you elect to install software or
do server maintenance yourself and you break it we will charge
a fee to fix it.
Network Uptime is the total time in a calendar
month that HostLots network is available through the Internet,
provided that Client has established connectivity. HostLots
takes responsibility for Network availability within their network,
however, we cannot be held liable for upstream problems, outside
of our network. Our guarantee is that our Network will be available
to clients free of Network Outages, that render 100% packet
loss, 99% of each calendar month
Network Outages or Unscheduled Downtime is any
unplanned or unscheduled interruption in Service availability
during which Client is unable to access the services as described
in the section titled "Network Uptime" above. A Network
Outage is defined as a period in which 100% packet loss to our
network is experienced, which is determined to have been caused
by a problem in HostLots’s Network as confirmed by HostLots.
Downtime or outages are measured as the total length of time
of the unplanned interruption in service availability in a calendar
month.
Scheduled Downtime is any HostLots scheduled interruption
of Services, for the purpose of network upgrades, or 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 with a minimum
of 24 hours notice.
Server downtime due to software misconfigurations,
hardware failures or any other server specific issue are not
covered by any uptime guarantee whatsoever.
SLA Network Violation Credit occurs when our network
uptime guarantee is not met. HostLots will refund the customer
5% of the monthly fee for each hour of downtime (up to 100%
of your monthly fee) for network downtime. Network downtime
is measured from the time the network is 100% unreachable, until
service is once again restored. In order to request a performance
credit, you must fill out our SLA violation form, within 10
days of reported violation.To obtain this form, email . SLA violations will be reviewed by our personnel
Monday – Friday 9AM to 5PM EST. *Network violation SLA
credit does not cover server hardware failure.*
Performance Credit exclusions:
The following are excluded from the monthly calculation
of Service Availability:
· Scheduled downtime · Problems outside
of HostLots’s network (upstream providers, or client’s
inbound connection) not effecting 100% loss to our network
· Interruptions or failure of individual
service caused by client, their employees, client’s customers,
etc. to their service. These include inaccurate configuration,
3rd party software, client abuse or over utilization of resources,
hacked servers, attacks, exploits, or server hardware failures.
Server Hardware for Dedicated, or Co-Located Servers
Hardware is defined as the Processor(s), RAM, hard disk(s),
motherboard, NIC card and other related hardware included for
Dedicated Servers, and switches for Co-Located Servers, unless
client provides their own switch.
Hardware replacement will occur within 6 hours
of the reported problem, HostLots will refund 5% of the monthly
fee per additional 6 hours of down time (up to 100% of customer's
monthly fee). In order to reduce replacement hardware downtime,
we keep a small quantity of pre-built systems on hand to swap
out Hard disks, so that your server can be back up in the shortest
amount of time. For Hard disk failures, we keep pre-installed
drives with our standard partitioning for immediate deployment.
In order to request an SLA hardware violation credit, you must
email sales, within 10 days of reported violation, at: . SLA violations will be reviewed by our personnel
Monday - Friday 9AM to 5PM EST.
Replacement is defined as returning the server
to original configuration when it was purchased. If hardware
failure causes corrupted Operating System, Data Files, or Configuration
of server, HostLots will restore the system to original state.
HostLots is not responsible for the restoration
of data to server. We strongly recommend that your purchase
backup options for your server, and keep copies of your data
off-site with you for emergency purposes. If hardware failure
and data loss occurs, you the client are responsible for data
restoration. HostLots shall not be liable for loss of data under
any circumstance.
Mini FAQ
Q. Do you place ads
on my website?
A.Never! This is paid hosting. Your site is for you, and you alone.
If you would like to link us, we are always happy for the link,
but in no way do you have to link us or display any ads or pop-ups
on your site. This is 100% ad-free hosting.
Q. I qualify for a free Domain name.
Do you register the name in your name or mine?
A. Yours! We do not resort to such trickery as other hosts out
there. The domain is 100% yours, registered in your name, and
is yours to host wherever you want, HostLots or not. The Domain
is yours, absolutely free.
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Mini FAQ
Q. Do you have a
money back guarantee?
A.Yes! e offer a 30 day, no questions asked guarantee. If you
are not satisfied with us for any reason during the first 30
days of service with HostLots.com you may request a refund.
For more on this please see here.
Q. Do you offer "paper billing?"
A. Yes! It is not in the traditional sense however. We have
a client login area where you may review all you current and
past invoices, and print out a "printer-friendly"
sales receipt and invoice for your company and personal tax
purposes.
Mini FAQ
