E:magineHosts
Service Level Agreement
This Service Level Agreement (SLA) covers the availability and
uptime of our Windows, Linux and VPS packages.
Coverage
This SLA applies to any E:magineHosts Customer in good financial
standing with E:magineHosts at the time of a service outage.
Specifications
E:magineHosts endeavours to have the content of all your web sites
(which are being served by E:magineHosts) available for HTTP access
by any party in the world 99.9% of the time. Service outage (unavailability)
is defined as 100% packet loss from E:magineHosts to its backbone
providers.
Compensation
In the event that that the average availability of all your website's
(served by E:magineHosts) falls below 99.9%, E:magineHosts will
credit the following month's Service Fee as follows. Such credit
shall be retroactive and shall be as calculated below and as measured
24 hours a day in a calendar month, with the maximum credit not
to exceed hundred (100) percent of the monthly Service Fee charge
for the affected month.
| Website Availability Credit Percentage |
| |
|
| 99.9% to 100% |
0% |
| 99.5% to 99.9% |
5% |
| 98% to 99.4% |
10% |
| 95% to 97.9% |
25% |
| 90% to 94.9% |
50% |
| 89.9% or below |
100% |
Server uptime is calculated on monthly basis. You
can claim credit under SLA once in a month. In order for you to
receive a credit, you must request such credit by 7th of the month
following in which you experienced the incident of web site unavailability.
You must request credit by sending an electronic mail message to
. The body of this message must contain the address of the affected
web site, the dates and times of its unavailability, and your personal
information as on E:magineHosts records. Credits will be granted
within seven (7) days of your credit request if E:magineHosts confirms
the unavailability. No credit will be given if E:magineHosts cannot
confirm the unavailability of the website in question.
Credit to your account shall be your sole and exclusive remedy
in the event of an outage. All credits given by E:magineHosts are
non refundable and may only be used to pay current or future service
fees.
Restrictions
Credits shall not be provided to you in the event that you have
any outage resulting from
1. Scheduled maintenance as posted from time to time at E:magineHosts's
website
2. Your behaviour, the non-performance or failure of your software
or applications
3. Circumstances beyond E:magineHosts's reasonable control, including,
without limitation, acts of any governmental body, war, insurrection,
sabotage, embargo, fire, flood, strike or other labour disturbance,
interruption of or delay in transportation, unavailability of 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.
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