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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)

Web Site Uptime Credit Percentage
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%

 

Web Site Downtime Amounts in Minutes Credit Percentage
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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