About language and translation

This Agreement is made in Japanese and translated into English. The Japanese text is the original and the English text is for reference purposes. If there is any conflict or inconsistency between these two texts, the Japanese text shall prevail.

Overview

mixhost offers an SLA so that customers can use the service with peace of mind.

In the unlikely event that downtime occurs and the monthly uptime rate of your service falls below the guaranteed value, we will refund part of the monthly fee.

mixhost Rental Server

Target service

  • Rental server (v2)
  • Cloud rental server (v2)
  • Cloud rental server (v1)
    *jp1 to jp15 server accommodation is not covered.

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  • www service
  • mail service

*If the above services are completely unavailable.

Monthly uptime rate and refund rate

  • Less than 99.99% 99.50% or more: 10%
  • Less than 99.50%: 30%

*When monthly usage fee equivalent is set to 100
*Operating rate is calculated as follows: "Operating rate = (total monthly operating hours (minutes) - total monthly failure time (minutes)) / total monthly operating hours x 100. Round down to the third decimal place.

mixhost VPS

Target service

  • mixhost VPS

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  • When the VPS in use is completely inaccessible.

Monthly uptime rate and refund rate

  • Less than 99.99% 99.50% or more: 10%
  • Less than 99.50%: 30%

*When monthly usage fee equivalent is set to 100
*Operating rate is calculated as follows: "Operating rate = (total monthly operating hours (minutes) - total monthly failure time (minutes)) / total monthly operating hours x 100. Round down to the third decimal place.

Refund criteria

  • The monthly utilization rate is calculated for each service that the customer is using.
  • We will calculate the monthly occupancy rate.
  • A month means the period from the 1st to the last day of each month.
  • Usage charges not paid to the Company are not covered.
  • If an event occurs over a month, the usage fee in the month in which the event occurred will be subject to the calculation of the reduction rate.
  • The failure time per failure is rounded down to the nearest minute.
  • The deadline for refund procedures is the last day of the month following the month in which the failure occurred.

Refund procedure

Please write or attach the following contents and contact mixhost support.

  • Your name (in the case of a corporation, the company name and the name of the person in charge).
  • The initial domain name of the contract.
  • The date and time of the failure and the date and time of the failure recovery (or the URL of the news on the failure).

Refund requests can only be made once a month.
The refund amount generated by the SLA will be given as a deposit or as points and will be automatically applied to the next contract renewal or additional contract.

Not applicable/Exception

  • For maintenance (including emergency maintenance).
  • Interruptions when migrating between servers.
  • In the event of a failure other than the equipment for this service (user environment, communication path, DNS server, etc.).
  • Caused by SSL certificate, domain name, and optional service.
  • When it comes to server performance.
  • Caused by server or disk file system problems.
  • If the customer cannot measure the duration of the failure.
  • In case of suspension based on legal requirements.
  • Suspension due to violation of the Terms of Service or deemed necessary for stable operation of the service.
  • In the case of a failure caused by the customer's usage.
  • When the firewall to prevent attacks from the outside operates and communication with only a specific IP is blocked and communication becomes impossible.
  • Due to external malicious attacks.
  • When this service cannot be provided due to natural disasters.
  • If the Service cannot be provided due to fire, power outage, etc.
  • If the Service cannot be provided due to war, terrorism, riots, etc.

 

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