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
Docu-Type Web Hosting (the "Services")
and your account is current (i.e., not past due) with
Docu-Type Web Hosting Shared Web Hosting Plans. 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 Docu-Type Web Hosting systems/services.
Service Level
Goal
Docu-Type Web Hosting'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 100%, Docu-Type Web Hosting 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 (per section 3 and 4 below)
99.9 to 100% |
0% |
98% to 99.8% |
10% |
95% to 97.9% |
25% |
90% to 94.9% |
50% |
89.9% or below |
100% |
less than 42.2 mins |
0% |
42.3 - 864 mins |
10% |
865 - 2160 mins |
25% |
2161 - 4320 mins |
50% |
greater than 4320 mins |
100% |
* Assumes 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 Docu-Type Web
Hosting'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 Docu-Type
Web Hosting Network, unless the failure is caused
solely by Docu-Type Web Hosting
- emergency maintenance, scheduled maintenance,
and system upgrades
- domain name system (DNS) problems outside
of the control of Docu-Type Web Hosting
- 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 Docu-Type Web Hosting's Acceptable Use Policy;
- problems elsewhere on the internet that
prohibit you from viewing your account. Docu-Type Web Hosting
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 Docu-Type Web Hosting 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 sending an email message to
our
billing department .
Each request in connection with this SLA must include
customer's account name and the dates and times of
the unavailability of customer's Web site. The request
must be received by Docu-Type Web Hosting within
ten (10) business days after customer's Web Site
was not available. If the unavailability is confirmed
by Docu-Type Web Hosting, credits will be applied
within two billing cycles after Docu-Type Web Hosting'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 Docu-Type Web Host 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.
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