"Provider" for the terms of this SLA are the services that BEST-HOST uses to provide client services.
Provider SERVICE LEVEL AGREEMENT (SLA)
This SLA is applicable for all accounts EXCEPT GOLD Starter, and GOLD Premier Accounts.
Provider. is proud to offer an exceptional level of performance, reliability, and service. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA) which provides certain rights and remedies regarding the performance of the Provider network. The Provider Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of Provider's web hosting, reseller, dedicated server, co-location, e-commerce, and dial-up/dedicated access services.
Provider strives to maintain a 99.5% network and server uptime service level. This uptime percentage is a monthly figure, and is is calculated solely by Provider monitoring systems or Provider authorized/contracted outside monitoring services. If Provider fails to meet it's 99.5% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case by case basis. Provider does not credit a full month's service for minor downtime. This would not be financially healthy for Provider, and in turn would only negatively affect the service level Provider provides to you. "Partial refunds for partial downtime" is our standard policy. In extreme circumstances, Provider may distribute full month credits, but this is dealt with on a case by case basis. Details on how credit amounts are calculated can be found below.
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the Provider network caused by or associated with:
Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, "Acts of God" (ie...fire, flood, earthquake, tornado, etc...), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level Agreement
Telco Failure (ie...Verizon cutting a fiber line somewhere)
Backbone peering point issues (ie...UUnet having a router go down in Virginia that wipes out internet service for the entire East Coast)
Scheduled maintenance for hardware/software upgrades
Hardware failure (faulty hardware is rare, but cannot be predicted nor avoided). Provider utilizes only name brand hardware of the highest quality and performance.
Software bugs/flaws (Expolits and bugs may develop that cause security issues or downtime)
DNS issues not within the direct control of Provider
Network floods, hacks, attacks from outside parties or individuals
Failure or error of any Provider monitoring or measurement system
Clients acts or omissions, including without limitation, any negligence, willful misconduct, or use of Provider service(s) in breach of Provider Policy and Service Guidelines (AUP), by Client or others authorized by Client.
Provider's goal is to make the Provider network available to Client free of outages for 99.5% of the time. An "outage is defined as an instance in which Client is unable to transmit and receive IP packets due to a Provider service failure for more than 15 consecutive minutes, excluding service failures relating to Provider's scheduled maintenance and upgrades. The Provider network does not include client premises equipment or any Telco access facilities connecting Client's premises to such infrastructure. Provider's goal is to keep Average Round-Trip Latency on the Provider network to 85 milliseconds or less. Provider defines Average Round-Trip Latency, with respect to a given month, as the average time required for round-trip packet transfers between the Provider network and major US backbone peering points during such month, as measured by Provider. Provider's goal is to keep Average Packet Loss on the Provider network to 1% or less. Provider defines Average Packet Loss, with respect to a given month, as the average percentage of IP packets transmitted on the Provider network during such month that are not successfully delivered, as measured by Provider.
Provider will periodically (on average every 10 minutes) monitor Provider network and server availability using software and hardware components capable of measuring application traffic and responses. Client acknowledges that that such measurements may not measure the exact path traversed by Clients internet connection, and that such measurements constitute measurements across the Provider network but not other networks to which Client may connect. Provider reserves the right to periodically change the measurement points and methodologies it uses without notice to Client. Full network and server reporting will be posted to a location designated by Provider and made available to Client.
Provider stands behind all equipment on our network. Faulty hardware is rare, but cannot be predicted nor avoided. Provider utilizes only name brand hardware of the highest quality and perfomance. Provider will replace all faulty hardware affecting performance levels of equipment within 48 hours, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within two hours of problem identification. Router failure is an exception to this SLA guarantee, and may require on-site Cisco engineers or backbone provider emergency personnel to correct the problem. Router failure is governed by current Provider contracts with Cisco and backbone providers in regard to the emergency repair service in case of such an issue. Provider will replace all faulty hardware on dedicated servers (rented or leased servers), at no charge to the Client, with an unlimited free replacement policy. This includes parts ordered as upgrades.
Credit requests must be made on the Provider web site, by filling out the "Service Level Agreement (SLA) Request" form. Each request in connection with network/server outages/downtime must be received by Provider within five days of the occurance. Each request in connection with Average Round-Trip Latency or Average Packet Loss in a calendar month must be received by Provider within five days after the end of such month. The total amount credited to a Client for Provider not meeting SLA service levels will not exceed the service fees paid by Client Provider for such services for the period in question. Each validly requested credit will be applied to a Client invoice within 30 days after Provider's receipt of such request. Credits are exclusive of any applicable taxes charged to Client or collected by Provider. Upon Clients request (in accordance with the procedure set forth below), Provider will issue a credit to Client for network/server outages/downtime occurring during any calendar month that are reported by Client to Provider and confirmed by Provider's measurement reporting. Such credit will be equal to one days worth (1/30th) of the monthly fees paid by Client, (for all service fees paid if network outage, or specific affected service fees paid if individual server downtime) multiplied by each hour (or portion thereof rounded to nearest next hour) of the cumulative duration of such outage/downtime. If Average Round-Trip Latency on the Provider network for a calendar month exceeds 85 milliseconds, then upon Client's request, Provider will issue a credit to Client equal to six day's worth (1/5th) of the monthly service fees paid by Client for such month. If Average Packet Loss exceeds 1% during a calendar month, then upon Clients request, Provider will issue a credit to Client equal to six day's worth (1/5th) of the monthly service fees paid by Client for such month.
Provider reserves the right to change or modify this SLA to benefit the Client, and will post changes to location currently housing this SLA at time of modification, which will be made available to Client. Except as set forth in this SLA, Provider makes no claims regarding the availability or performance of the Provider network or servers. Specific terms/points of this SLA may be adjusted on a case by case basis by the specific Service Agreement signed/agreed by client. In case of difference terms/points in SLA and Service Agreement, the Service Agreement terms/points prevail over this general SLA policy. The Service Agreement signed/agreed by client, is above and beyond this SLA, and Service Agreement terms are in affect, including, but not limited to, limitations of liability.
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