|
Our Uptime Guarantee :: Service Level Agreement
:· Coverage Definitions
This Web Site Uptime Service Level Agreement (SLA) applies to
you ("customer") if you have ordered hosting account
services from Webolocity (the "Services") and your
account is current (i.e., not past due) with Webolocity: Shared
Web Hosting Plans (Basic, Bronze, Silver, Gold, Platinum and
Webmaster), E-Commerce Plans (Ecommerce and Enterprise), Reseller
Hosting Plans (Starter, intermediate, Advanced, Enterprise and
Titaninium). The term "Web Site Uptime" means
the percentage of a particular month (based on 24-hour days
for the number of days in the subject month) that the content
of customer's Web site is available for access by third parties
via HTTP and HTTPS, as measured by Webolocity systems/services.
:· Service Level
Goal:
Webolocity's goal is to achieve 100% Web Site Availability
and Uptime for all our customers.
Remedy:
If the Web Site Uptime of customer's Web site is less than 99.9%,
Webolocity will issue a credit to customer in accordance with
the following schedule, with the credit being calculated on
the basis of the monthly service charge for the affected Services
:
Downtime Amounts:
* Assumed a 30 day month, 43200 minutes in a
month, 1440 minutes in a day
:· Exceptions
Customer shall not receive any credits under this SLA
in connection with any failure or deficiency of Web Site Availability
caused by or associated with:
Circumstances beyond Webolocity’s control including, war,
strike or other labor disturbance, unavailability/interruption/delay
in telecommunications, virus attacks and/or hackers, third
party software failure (free scripts, ecommerce software,
Merchant Gateways), fire, flood, tornado, earthquakes, acts
by any governing body, embargo, boycott, or inability to obtain
supplies, raw materials, or power used in or equipment needed
for provision of this Service Level Agreement
failure of access circuits to the Webolocity Network, unless
the failure is caused solely by Webolocity
emergency maintenance, scheduled maintenance, and system
upgrades
domain name system (DNS) problems outside of the control
of Webolocity
issues with FTP, POP, IMAP, or SMTP customer access
customer's acts or omissions (or acts or omissions of others
engaged or authorized by customer), including, without limitation,
custom scripting or coding (ie., PHP, Python, CGI, Perl, HTML,
ASP, etc...), any negligence, willful misconduct, or use of
the Services in breach of Webolocity's Acceptable Use Policy;
problems elsewhere on the internet that prohibit you from
viewing your account. Webolocity is not responsible for
browser, DNS, or other caching that might make it appear
your site is unavailable even though others can still access
your information. This guarantee covers areas Webolocity
controls such as our servers, routers, and switches.
:· Credit Request and Payment Procedures
In order to receive a credit, customer must make a request by
submitting a ticket to our Billing Department at: https://webolocity.com/support/.
Each request in connection with this SLA must include customer's
account number (domain name) and the dates and times of the unavailability
of customer's Web site. The request must be received by
Webolocity within ten (10) business days after customer's Web
Site was not available. If the unavailability is confirmed by
Webolocity, credits will be applied within two billing cycles
after Webolocity's receipt of customer's credit request.
Notwithstanding anything to the contrary herein, the total
amount credited to customer in a particular month under this
SLA shall not exceed the total hosting fee paid by customer
for such month for the affected Services. Credits are exclusive
of any applicable taxes charged to customer or collected by
Webolocity and are customer's sole and exclusive remedy with
respect to any failure or deficiency in the Web Site Availability
of customer's Web site.
Terms
of Service / TOS
Questions
or Comments? Contact
Us
|
