Service Level Agreement (Hosting)
Dakno's SLA is a commitment to you, the customer. It defines the terms of our responsibility when it comes to the hosting service that we provide. We want our clients to feel at ease with their decision to host their real estate website with Dakno. We take your site's uptime seriously.
Via our partnership with Rackspace, Dakno’s dedicated servers are housed on a network that has a Guaranteed 100% uptime. This means that the network will be available 100% of the time in a given month, excluding scheduled maintenance. Network uptime includes functioning of all network infrastructure including routers, switches and cabling. Note that the Network uptime does not include services or software that run on the servers.
Dakno’s Uptime Guarantee: Dakno Guarantee’s that your website will be accessible 24/hours a day 7 days a week excluding any scheduled maintenance. Upon notification of downtime, Dakno will credit the customer 5% of the monthly fee for each 30 minutes of nonscheduled downtime (up to 100% of client’s monthly hosting fee for the website). Downtime exists when a website is not able to transmit and receive data and is measured from the time Dakno is notified via phone or email.
To receive an SLA credit, Dakno clients must contact their account manager within 10 business days of the downtime incident.
Phone support is available 8:00 a.m. - 5:00 p.m. Monday through Friday, United States Eastern Time, excluding federal public holidays in the United States.
Hosting support is available via email 24 hours a day.
Emergency Support - Dakno Hosting Clients will be given emergency contact information to use in the event that they need to contact Dakno outside of normal business hours.
Emergency Support Usage
Emergency Support is only available for true hosting emergencies. A hosting emergency exists when a website is not able to transmit and receive data. If a hosting emergency is discovered during normal business hours, please first attempt to notify by calling 919-877-8511 or your account managers direct line.
The use of emergency support for nonemergency issues or issues that arise due to circumstances not related to Dakno’s hosting service will result in a $45 service fee.
You will not incur any charges or services fees for using Emergency Support for legitimate emergency hosting issues.
If you have any questions regarding our Emergency Support, please contact your Account Manger.