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| Today's Date: Thursday, August 28, 2008 |
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1. Coverage:
This 99.9% Network Uptime Guarantee applies to any Hosting&COLO client in good financial standing at the time of a service outage.
2. Service Level Agreement & Specifications:
SRM endeavors to have the content of your web site or Server available for HTTP access by any party in the world 99.9% of the time. Network downtime (unavailability) is defined at 100% packet loss from Hosting&COLO to its backbone providers. Downtime is measured past 10 minutes after notification of network failure via Hosting&COLO's online ticketing system. If the ticketing system itself in unreachable, then the ticket must be opened by calling Hosting&COLO Support. Hosting&COLO's administrators will determine the end of the downtime by a trace route to the customer's machine from outside the Hosting&COLO network.
3. Credits:
For Dedicated Server and Colocation Customers, if the uptime is between 98.9% and 99.9% for any particular month, the credit shall be retroactive and equivalent to the difference between the guaranteed level of availability of the customer's services during the month and the calculated actual level of availability of the customer's services, multiplied by the actual charges incurred by the customer for services during that monthly period. In addition, for Managed Dedicated Server Hosting, customers may be entitled to additional credits as calculated below and as measured 24-hours a day in a calendar month, with the maximum credit not to exceed twenty-five percent (25%) of the monthly service charge for the affected month.
60 Minutes of continuous downtime -- Credit: 10%
5 or more consecutive 60 minute intervals -- Credit: 25%
In order to receive a credit on an account, the credit must be requested within 7 days after the down time is experienced. Credits must be requested by sending an electronic mail message to billing@srmhosting.com. For security, the body of the message must contain account number, the dates and times of the unavailability of the web site, and such other customer identification that may be requested by Hosting&COLO. Credits will usually be applied within sixty (60) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event of an outage.
4. Restrictions:
Credits shall not be provided to you in the event that you experience an outage resulting from any of the following:
a. Scheduled maintenance as posted from time to time on the Hosting&COLO Support website.
b. Your behavior or the performance or failure of your equipment, facilities, or applications.
c. Any circumstances beyond Hosting&COLO's reasonable control, which includes, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption or delay in transportation, unavailability or interruption or delay in telecommunications or third party services, including DNS propagation, domain name registration/transfer, failure of third party software, or hardware, or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your web site.
d. Violation of any item stated in Hosting&Colo's "Terms of Service (ToS)" and "Acceptable Use Policy (AUP)", causing a machine to fail as a result.
Please refer all questions related this document to info@hostingandcolo.com
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