HaiSoft commits to a level of service and support (SLA) for all customers who have subscribed to a dedicated or semi-dedicated server.
Our customer service agents and technicians are available to answer your questions and monitor our servers and infrastructure 24/7. Our sales or technical support can be reached:
By support ticket, 24/7: response within 2 hours during business hours (10am to 12pm and 2pm to 5pm CET).
By phone, Monday to Friday, from 10am to 12pm and from 2pm to 5pm CET: a technician will answer your call in under 1 min 30 s on average and will help you over the phone or start an intervention, which will then be followed up by ticket.
Via the 24/7 emergency line (number provided to semi-dedicated and dedicated server customers in the Customer Area); each call to this number is charged at €10 excl. VAT.
We guarantee the reachability of your server on the Internet via our network.
Your access is available more than 99.9% of the time. Should this not be the case, HaiSoft would pay penalties equivalent to one day of hosting per hour of unavailability, i.e. a penalty equal to 3.3% of your monthly subscription or 0.27% of your annual subscription for each 60 minutes of network unavailability. This penalty may not exceed 50% of the monthly subscription or 1/24 of the annual subscription per calendar month.
Our technicians constantly monitor the servers that we make available to you. A check of the main services is carried out by default every 5 to 15 minutes, and if an anomaly is detected, a technician begins an intervention within the following hour (or more quickly depending on availability).
Other services can also be monitored free of charge on request to our technical team.
All our hardware is tested and its reliability checked before going live. However, should a hardware problem occur, HaiSoft will replace any parts, or even the entire machine, free of charge, to provide you with a reliable service. All parts are kept in stock in our workshops, and an intervention is scheduled or carried out immediately once the fault is detected. The duration of the intervention depends on the hardware to be replaced: from a few minutes for RAM or a power supply to several tens of minutes for hard drives.
In the event of hardware failure, HaiSoft's liability is limited to replacing the faulty parts. That is why we recommend that all our customers back up their data using the tools provided by HaiSoft, and also offline, so that their data remains available even if a hard drive fails. Unlike some other providers, we make every effort to preserve data where possible if a hard drive fails, but this is not guaranteed.
HaiSoft replaces any part within 4 hours of the problem being detected (through monitoring or a Support Ticket request).
Management of our dedicated and virtual servers is included in the rental. It includes the network connection guarantee above, monitoring of your server by our technicians and the hardware warranty. In addition, we carry out the following operations on your server free of charge, on request:
Installation of RPM packages and their basic configuration
Update of server components (PHP, mySQL, Apache, Plesk, PERL, ...) depending on the availability of RPM versions
We can also carry out other operations, such as installing software that needs to be compiled; however, this service is charged separately and requires a quote beforehand. For more information, see our managed services page.
HaiSoft does not regularly back up customer data or server data unless the customer has subscribed to the backup option offered by HaiSoft. Whatever the customer's choice regarding the backup option, HaiSoft cannot be held liable for data loss beyond restoring the server to its delivery state (operating system installed, without restoring customer data). It is therefore the customer's responsibility to ensure that data stored on HaiSoft servers is backed up externally by the customer, outside the scope of this contract, so that it can be restored locally or on the server if necessary.
HaiSoft provides a service that includes the delivery of e-mails through your server. This technical service and its maintenance are covered by the server management.
From time to time, some remote mail servers may block incoming messages or flag them as spam, based on criteria that are unknown to HaiSoft and that vary from one remote server to another. HaiSoft therefore cannot guarantee the server user that e-mails will be accepted everywhere and at all times. It is the user's responsibility to ensure that e-mails sent through the server are correctly built and follow the proper messaging standards so that they are not blocked by the recipient's mail server. HaiSoft can help the customer configure the server for this as part of the server management, but cannot be held liable for problems related to the e-mails sent.
