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Service Level Agreement

Hostnetindia, a Hosting venture of THE PINNACLE GROUP INC.

1. Coverage and Definitions

This Service Level Agreement (SLA) applies to clients who have subscribed to Managed Colocation Services, Dedicated Web Servers, Off-Site Backup Solutions, or other Data Center Hosting solutions from THE PINNACLE GROUP INC. INDIA (the "Company"), provided your account is current (i.e., not past due).

2. Service Level Goal

THE PINNACLE GROUP INC. INDIA, as a fully managed Data Center Hosting Provider, aims to deliver highly redundant and reliable services to our clients. Our goal is to resolve any issues that clients may encounter with their server(s) or hosting services. Our support team is well-trained and experienced in managing web servers, operating systems, software applications, and databases. We strive to provide comprehensive management and support at all times, though we can only guarantee resolution for issues where we have the necessary expertise or training.

3. Uptime Support Services

We specialize in offering top-tier uptime support to ensure your website remains accessible 24/7. However, we do not provide maintenance for client-side applications. Our focus is on maintaining server performance and availability.

4. Covered Issues

Hardware

Server hardware installed and supported under THE PINNACLE GROUP INC. INDIA’s Hardware Replacement Guaranteed SLA.

Network & Power

Network and Power Systems are monitored and maintained by THE PINNACLE GROUP INC. INDIA, covered under the Network and Power Availability SLA.

Operating System

We provide support for the following operating systems, including installation with the latest updates and patches, automatic updates enabled prior to delivery of server login credentials, manual updates, security patches, policy configurations, OS reinstallation, and troubleshooting:

Windows Server 2020 Windows Server 2017 Windows Server 2019
Linux - CentOS Red Hat Linux Debian
Ubuntu FreeBSD Linux - FedoraCore

Software

Due to the variety of software applications available, our support engineers specialize in the following software applications. While we are knowledgeable about many software applications, we cannot guarantee 100% resolution for applications not listed below:

PHP Panel - WHM DotNetPanel Virtuozzo
Apache Fantastico De Luxe DirectAdmin VMware
IIS Webmin Helm SQL
Web Server Plesk Control Panel Interworx MySQL
APF Firewall CSF Firewall IPFW IPTables

Other Issues

THE PINNACLE GROUP INC. INDIA provides support for server migrations, server audits, load balancing, fail-over solutions, and cluster services.

5. Non-Covered Issues

We do not provide technical support for custom software applications unless a custom service contract has been established with THE PINNACLE GROUP INC. INDIA. Support for public or open-source software is provided, but custom-coded software installed on the server is the client’s responsibility.

6. Exceptions

THE PINNACLE GROUP INC. INDIA will make all technical resources available to support clients. However, clients are responsible for resolving basic issues such as adding websites, email accounts, server reboots, and DNS configurations. We reserve the right to determine the level of support provided. If a client’s frequent or excessive support requests degrade the support level for other customers, we may prioritize their requests lower or require payment for troubleshooting specific issues. We allocate up to two hours of support per server per month.

7. Network & Power SLA

Coverage and Definitions

This SLA applies to clients with dedicated web servers, managed colocation services, off-site backup solutions, and other related hosting services from THE PINNACLE GROUP INC. INDIA, Hawkins, provided the account is current. "Availability" refers to the percentage of a month (24 hours a day for the number of days in a month) that client services are available for internet access, as measured by the Company.

Goal

THE PINNACLE GROUP INC. INDIA aims to achieve 100% Network and Power Availability for all clients.

Remedy

If service availability falls below 99.95%, the Company will issue credits based on the following schedule, for downtime exceeding 30 minutes from the time a request is placed:

1 0–60 Mins. 0.00%
2 60–120 Mins. 5.00%
3 120–240 Mins. 10.00%
4 240–480 Mins. 25.00%
5 480–960 Mins. 50.00%
6 Over 950 Minutes 100.00%

Exceptions

Clients shall not receive credits under this SLA for failures caused by:

  • Events beyond the Company’s control, including government actions, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike, delays in transportation, telecommunications, or third-party services, DDoS attacks, hacks, virus infections, or third-party software failures (e.g., e-commerce software, payment gateways, chat software, statistics, or scripts).
  • Scheduled or emergency maintenance and upgrades.
  • DNS-related issues outside the Company’s control.
  • FTP, POP, IMAP, or SMTP issues.
  • False SLA reports.
  • Client actions or omissions, including custom scripting or coding (e.g., CGI, Perl, HTML, ASP), negligence, willful misconduct, or use of Services in breach of the Company’s Terms of Service and Acceptable Use Policy.
  • Email delivery and transmission issues.
  • Domain Name Server propagation.
  • Internet outages preventing access to the client’s account, or DNS/browser caching issues, where other clients can access their accounts. THE PINNACLE GROUP INC. INDIA guarantees availability only within our control (e.g., server links, routers, and servers).
  • Server hardware failures (see Hardware Replacement SLA).

8. Hardware Replacement SLA

Coverage and Definitions

This SLA applies to clients with dedicated web servers, managed colocation services, off-site backup solutions, and other related hosting services from THE PINNACLE GROUP INC. INDIA, provided the account is current. "Replacement Time" refers to the time taken to replace defective server components with working components of equal or better quality, as measured by the Company.

Goal

THE PINNACLE GROUP INC. INDIA aims to provide immediate hardware replacement for defective server components in Company-owned server hardware.

Remedy

If service availability falls below 99.95%, the Company will issue credits based on the following schedule, for replacement times exceeding 1 hour from the time a request is placed:

1 0–60 Mins. 0.00%
2 60–120 Mins. 5.00%
3 120–240 Mins. 10.00%
4 240–480 Mins. 25.00%
5 480–960 Mins. 50.00%
6 Over 950 Minutes 100.00%

Exceptions

Clients shall not receive credits under this SLA for replacement failures caused by:

  • Events beyond the Company’s control, as listed in the Network & Power SLA exceptions.
  • Scheduled or emergency maintenance and upgrades.
  • Client actions or omissions, as listed in the Network & Power SLA exceptions.
  • Inadequate information provided by the client to validate requests, including account credentials, equipment identification, or missing/invalid IP address information.
  • Inability to contact the client via phone, email, or live chat.

9. Support SLA

Coverage and Definitions

This SLA applies to clients with dedicated web servers, managed colocation services, off-site backup solutions, and other related hosting services from THE PINNACLE GROUP INC. INDIA, provided the account is current. "Response Time" refers to the time taken by the Company’s support personnel to acknowledge client requests, as measured by the Company.

Goal

THE PINNACLE GROUP INC. INDIA aims to provide 24/7 on-site customer support, 365 days a year.

Remedy

If service availability falls below 99.95%, the Company will issue credits based on the following schedule, for response times exceeding 30 minutes from the time a request is placed:

1 0–60 Mins. 0.00%
2 60–120 Mins. 5.00%
3 120–240 Mins. 10.00%
4 240–480 Mins. 25.00%
5 480–960 Mins. 50.00%
6 Over 950 Minutes 100.00%

Exceptions

Clients shall not receive credits under this SLA for response time failures caused by:

  • Events beyond the Company’s control, as listed in the Network & Power SLA exceptions.
  • Scheduled or emergency maintenance and upgrades.
  • Client actions or omissions, as listed in the Network & Power SLA exceptions.
  • Inadequate information provided by the client to validate requests, as listed in the Hardware Replacement SLA exceptions.
  • Inability to contact the client via phone, email, or live chat.

10. Credit Request Process

To request credit for a breach of this SLA, clients must submit a support ticket at http://billing.hostnetindia.com or email billing@thepinnaclegroup.in. The request must include:

  • Client’s domain name.
  • Registered email ID.
  • Date and time(s) of the SLA breach.
  • Submission by an authorized contact on the billing account.

Credit requests take approximately 10 business days to be approved by the financial and support departments. Once approved, credits will be applied to the next billing cycle. Credits are not refundable or encashable and shall not exceed the amount paid by the client in a particular month, excluding taxes. Credits are the client’s exclusive remedy for service failures.