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Network and Power SLA |
1. Coverage Definitions:
This Service Level Agreement ("SLA") applies to you ("the Customer") if you have ordered
any virtual web hosting, VPS, dedicated server, or co-location services (the "Services") from
IN-Depth/WeHostMacs (the "Company") and your account is current (i.e., not past due).
As used herein, the term "Availability" means the percentage of a particular month (based
on 24-hour days for the number of days in the subject month) that the Customer's Services
are available for access from the internet, as measured by the Company.
2. Service Level:
Goal: IN-Depth/WeHostMacs's goal is to achieve 100% Availability for all customers.
a. Remedy:
Subject to Sections 3 and 4 below, if the Availability of Customer's Services is less than
100%, IN-Depth/WeHostMacs will issue a credit to the Customer in accordance with the
following schedule, with the credit being calculated on the basis of the monthly service
charge for the affected Services:
3. Exceptions:
Customer shall not receive any credits under this SLA in connection with any failure or
deficiency of availability caused by or associated with:
Circumstances beyond Company's reasonable control, including, without limitation, any
natural disasters, earthquakes, fire, flood, acts of any governmental body, war,
insurrection, sabotage, armed conflict, embargo, strike or other labor disturbance,
interruption of or delay in transportation, unavailability of or interruption or delay in
telecommunications or third party services, denial of service attacks, hackers, viruses,
failure of third party software (including, without limitation, e-commerce software,
payment gateways, chat, statistics or free scripts), or inability to obtain raw materials or
supplies used in or equipment needed for provision of this SLA;
a. Maintenance
Scheduled maintenance, emergency maintenance or upgrades; DNS issues outside the
direct control of Company; Issues with FTP, POP, IMAP, or SMTP customer access;
False SLA breaches reported as a result of outages or errors of any Company
measurement system;
b. Customer's acts
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, etc), any negligence, willful misconduct, or use of the Services in breach
of Company's Terms and Conditions and Acceptable Use Policy;
c. Transmission
E-mail or webmail delivery and transmission;
DNS(Domain Name Server) Propagation;
Outages elsewhere on the Internet that hinder access to your account. Company is
not responsible for browser or DNS caching that may make Customer's Services
appear inaccessible when others can still access it. Company will guarantee only those
areas considered under the control of the Company: Company server links to the
Internet, Company routers, and Company servers;
4. Credit Request and Payment Procedures:
To receive a credit for a breach of this SLA, the Customer must make a request in
writing by submitting a support ticket to one of the following:
eMail:
QuickMessage: http://www.wehostmacs.com/contactus/contact_us.lasso
The support message MUST include the server name of your account, your account
number, the date & time(s) of breach of the SLA, and the support ticket must be
submitted by an authorized contact on the account. Requests for credit must be
properly submitted according to these terms and received by IN-Depth/WeHostMacs
within ten (10) business days after the breach occurred. If the breach is confirmed
by Company, credits will be applied within two billing cycles after Company's validation
of the Customer's credit request. Credits are not refundable and can be used only
towards future billing charges.
Notwithstanding anything to the contrary herein, the total amount credited to Customer
in a particular month under this SLA shall not exceed the total fees paid by Customer for
such month for the affected Services. Credits are exclusive of any applicable taxes
charged to Customer or collected by Company and are Customer's sole and exclusive
remedy with respect to any failure or deficiency in the Availability of Customer's Services.
This Service Level Agreement ("SLA") applies to you ("the Customer") if you have ordered
any virtual web hosting, VPS, dedicated server, or co-location services (the "Services") from
IN-Depth/WeHostMacs (the "Company") and your account is current (i.e., not past due).
As used herein, the term "Availability" means the percentage of a particular month (based
on 24-hour days for the number of days in the subject month) that the Customer's Services
are available for access from the internet, as measured by the Company.
2. Service Level:
Goal: IN-Depth/WeHostMacs's goal is to achieve 100% Availability for all customers.
a. Remedy:
Subject to Sections 3 and 4 below, if the Availability of Customer's Services is less than
100%, IN-Depth/WeHostMacs will issue a credit to the Customer in accordance with the
following schedule, with the credit being calculated on the basis of the monthly service
charge for the affected Services:
Availability
99.999 to 100%
99.9 to 99.999%
98% to 99.8%
95% to 97.9%
90% to 94.9%
89.9% or below
Credit Percentage
0%
5%
10%
25%
50%
100%
3. Exceptions:
Customer shall not receive any credits under this SLA in connection with any failure or
deficiency of availability caused by or associated with:
Circumstances beyond Company's reasonable control, including, without limitation, any
natural disasters, earthquakes, fire, flood, acts of any governmental body, war,
insurrection, sabotage, armed conflict, embargo, strike or other labor disturbance,
interruption of or delay in transportation, unavailability of or interruption or delay in
telecommunications or third party services, denial of service attacks, hackers, viruses,
failure of third party software (including, without limitation, e-commerce software,
payment gateways, chat, statistics or free scripts), or inability to obtain raw materials or
supplies used in or equipment needed for provision of this SLA;
a. Maintenance
Scheduled maintenance, emergency maintenance or upgrades; DNS issues outside the
direct control of Company; Issues with FTP, POP, IMAP, or SMTP customer access;
False SLA breaches reported as a result of outages or errors of any Company
measurement system;
b. Customer's acts
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, etc), any negligence, willful misconduct, or use of the Services in breach
of Company's Terms and Conditions and Acceptable Use Policy;
c. Transmission
E-mail or webmail delivery and transmission;
DNS(Domain Name Server) Propagation;
Outages elsewhere on the Internet that hinder access to your account. Company is
not responsible for browser or DNS caching that may make Customer's Services
appear inaccessible when others can still access it. Company will guarantee only those
areas considered under the control of the Company: Company server links to the
Internet, Company routers, and Company servers;
4. Credit Request and Payment Procedures:
To receive a credit for a breach of this SLA, the Customer must make a request in
writing by submitting a support ticket to one of the following:
eMail:
QuickMessage: http://www.wehostmacs.com/contactus/contact_us.lasso
The support message MUST include the server name of your account, your account
number, the date & time(s) of breach of the SLA, and the support ticket must be
submitted by an authorized contact on the account. Requests for credit must be
properly submitted according to these terms and received by IN-Depth/WeHostMacs
within ten (10) business days after the breach occurred. If the breach is confirmed
by Company, credits will be applied within two billing cycles after Company's validation
of the Customer's credit request. Credits are not refundable and can be used only
towards future billing charges.
Notwithstanding anything to the contrary herein, the total amount credited to Customer
in a particular month under this SLA shall not exceed the total fees paid by Customer for
such month for the affected Services. Credits are exclusive of any applicable taxes
charged to Customer or collected by Company and are Customer's sole and exclusive
remedy with respect to any failure or deficiency in the Availability of Customer's Services.
Rev. 12/2010
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