Hoststar’s guarantee of quality (SLA) covers all offers and products provided by Hoststar – Multimedia Networks AG in Fraubrunnen. This agreement defines quality standards that Hoststar promises to deliver to its customers.
These quality standards include items such as network and server availability, connection capacity, customer support and the backup of legal data stored on Hoststar’s internal infrastructure.
Our quality guarantee covers:
- 30-day money back guarantee
- Network and server availability
- Support response times
- Connection capacity
- Data backup
30-day money back guarantee
The «30-day money back guarantee» is valid for all hosting, reseller hosting and vServer products provided by Hoststar – Multimedia Networks AG. As a new customer, you have the opportunity to cancel your contract during the first 30 days after placing your order.
Should you not be happy with the hosting, reseller hosting or vServer products, you may cancel your contract during the first 30 days after placing your order. The cancellation must be submitted in writing, on time and with a detailed reason.
In the event of a contract cancellation due to plausible and comprehensible reasons, hosting fees we be repaid in full.
Nonconformity with the general terms and conditions, deficient service provision resulting from improper operation/use of the hosting platform and the domain registration fee are excluded from the guarantee.
Network and server availability
Hoststar – Multimedia Networks AG guarantees a network infrastructure availability of 99.9% for hosting and reseller hosting products and an availability of 99.5% for vServer products and the MailPro service. Our network infrastructure consists of all those components in our computer centres that are responsible for an orderly connection to the Internet. The smooth functioning of the associated hardware and software is included.
The guaranteed network availability is measured over one calendar year (12 months). Measurements are taken every minute, every day of the year. The availability is monitored and documented across the internet connection by an independent provider.
If we do not attain the defined level of network availability, our customers may extend their contract by one month for free. If any such shortfall of the guaranteed availability is discovered, a complaint must be submitted in writing to Hoststar within three days of the discovery.
Interruptions resulting from announced maintenance for ensuring continued service or for dealing with serious DDOS attacks and downtimes that can be traced to an intention to harm are excluded. Interruptions to availability resulting from such eventualities shall not be considered downtimes but rendered service.
Support response times
As a rule, Hoststar – Multimedia Networks AG promises to respond to customer requests during normal business hours within a maximum of 12 hours.
Support requests are to be submitted using the relevant contact form or directly via our contact department’s contact address. Support requests that are submitted on weekends or public holidays will be answered on the next working day.
Hoststar – Multimedia Networks AG guarantees redundant internet connection in its computer centres. This means the internet connection cannot become congested.
By periodically checking the existing cables, we ensure that there are no service bottlenecks due to insufficient connection capacity.
The following internet connections are currently active and ensure optimal access for your hosting solutions (Date: October 2016):
Peering Points (540 GBit/s)
300 GBit/s DE-CIX
100 GBit/s AMS-IX
140 GBit/s others
Transit (490 GBit/s)
200 GBit/s Core-Backbone
100 GBit/s GTT
100 GBit/s TATA
90 GBit/s Level3 & Cogent
Private Peerings (280 GBit/s)
80 GBit/s Amazon
40 GBit/s Rostelecom
160 GBit/s Noris Network, Megafon & others
Hoststar – Multimedia Networks AG runs daily backups of the entire server infrastructure. To ensure optimal backups, the backup system is distributed across different, physically separated computer centres.
All data from web accounts, databases and email accounts is backed up. Backups begin daily at 12 am and overwrite the backup of the previous day.
In addition to this, daily backups are archived at irregular intervals and kept for a maximum period of one month. The service guarantee does not apply to backups that are older than one day.
You can read more detailed specifications on our backup policies in our general terms and conditions under «Data protection».