Service
Level Agreement (SLA)
iVersit Communications Shared Web Hosting
This Service Level Agreement (SLA) applies to you ("the
customer") if you have ordered any shared hosting
services from iVersit Communications (the "Services").
As used herein, the term "Service Availability"
refers to 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 via HTTP and HTTPS, as measured by iVersit
Communications.
Service Level Guarantee
Our goal is to achieve 100% Service Availability for
all shared hosting customers each and every month.
Remedy
Subject to the provisions below, if the Service Availability
of the customer's web site is less than 99.99%, iVersit
Communications will issue a credit to the customer in
accordance with the following schedule:
Service Availability Credit Percentage
99.99% to 100% - NO CREDIT
99.98% or below - 100% Credit (Limited
to one month of current monthly charge)
Exceptions
Customer shall not receive any credits under this SLA
in connection with any failure or deficiency of Service
Availability caused by or associated with:
- circumstances beyond iVersit Communications' reasonable
control, including, without limitation, acts of any
governmental body, war, insurrection, sabotage, armed
conflict, embargo, fire, flood, strike or other labor
disturbance, interruption of or delay in transportation,
unavailability of or interruption or delay in telecommunications
or third party services, virus attacks or hackers,
failure of third party software (including, without
limitation, ecommerce software, payment gateways,
chat, statistics or free scripts) or inability to
obtain raw materials, supplies, or power used in or
equipment needed for provision of this SLA;
- scheduled maintenance and emergency maintenance
and upgrades;
- DNS issues outside the direct control of iVersit
Communications;
- 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 (e.g.,
CGI, Perl, HTML, ASP, etc), any negligence, willful
misconduct, or use of the Services in breach of iVersit
Communications' Terms of Service;
- e-mail or webmail delivery and transmission;
- DNS (Domain Name Server) Propagation;
- outages elsewhere on the Internet that hinder access
to your account. iVersit Communications is not responsible
for browser or DNS caching that may make your site
appear inaccessible when others can still access it.
Credit Request and Settlement Procedure
In order to receive a credit, the customer must make
a request by sending an email message to credits@iversit.com.
Each request in connection with this SLA must include
customer's account number (per iVersit Communications'
invoice) and the dates and times of the unavailability
of the customer's Web site and must be received by iVersit
Communications within ten (10) business days after the
customer's Web Site was not available. If the unavailability
is confirmed by iVersit Communications, credits will
be applied within two billing cycles after iVersit Communications'
receipt 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 hosting fee
paid by customer for such month for the affected Services.
Credits are the customer's sole and exclusive remedy
with respect to any failure or deficiency in the Service
Availability of the customer's web site. |
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