unlimited-domain-hosting understands the importance
of network availability to our customers.
Thus we are making commitments to
our customers in the form of a Service
Level Agreement (SLA). We have developed
the following SLA to ensre maximum
performance and uptime.
Network
Uptime
unlimited-domain-hosting guarantees
that the network will be available
99.9% of the time in a given month,
excluding scheduled maintenance. If
Network Availability does not meet
our 99.9% uptime guarantee, credits
will be made available to each client
on a case by case basis, not to exceed
50% of their base monthly fee. Network
uptime includes all nework infrastructure
including routers and switches but
does not include services or software
running on the client's server. Network
downtime exists when a particular
customer is unable to send or recieve
data from a server and such failure
is recored in our Trouble Ticket System
up until the server is able to send
and recieve data again, as confirmed
by unlimited-domain-hosting's own monitoring systems.
Exceptions
This SLA does
not apply to delinquent customers.
Scheduled maintenance.
Circuits between
unlimited-domain-hosting datacenter and the
customer location.
Any networks
or network equipment not owned
or controlled by unlimited-domain-hosting.
Circumstances
beyond reasonable control, including,
without limitation, acts of any
governmental body, war, insurrection,
sabotage, armed conflict, embargo,
fire, flood, strike or other labor
disturbance, interruption of or
delay in transportation, unavailability
of or interruption or delay in
telecommunications or third party
services, virus attacks or hackers,
failure of third party software
(including, without limitation,
e-commerce software, payment gateways,
chat, statistics or free scripts)
or inability to obtain raw materials,
supplies, or power used in or
equipment needed for provision
of this SLA.
Customer's acts
or omissions (or acts or omissions
of others engaged or authorized
by customer), including, without
limitation, custom scripting or
coding (e.g., CGI, Perl, HTML,
ASP, etc.)
Any negligence,
willful misconduct, or use of
the Services in breach of unlimited-domain-hosting's
Terms and Conditions and Acceptable
Use Policy; by user or other users.
DNS (Domain
Name Server) issues outside the
direct control of unlimited-domain-hosting.
False outages
reported as a result of any unlimited-domain-hosting
measurement system problems or
errors.
Customers
which run IRC/IRCd are not eligable
for this SLA.
Credits
In order to recieve credit the client
must submit a trouble ticket with
in 7 days of the outage. The date
and approximate time must be included
in the trouble ticket. If unlimited-domain-hosting
confirms the outage a credit will
be applied with in two business days.
