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Splendor Host's Service Level Agreement |
Splendor Host 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 Splendor Host network. The
Splendor HostService Level Agreement (SLA)
guarantees our network/equipment reliability and
performance. This Service Level Agreement (SLA)
applies to customers of Splendor Host web
hosting, reseller, dedicated server,
co-location, e-commerce, and dial-up/dedicated
access services.
Uptime Guarantee
Splendor Host 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 Splendor Host monitoring
systems or Splendor Host authorized/contracted
outside monitoring services. If Splendor Host
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. Splendor
Host will credit a full month's service.
Details on how credit amounts are calculated can
be found below.
Exceptions
Customer shall not receive any credits under
this SLA in connection with any failure or
deficiency of the Splendor Host 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
DNS issues not within the direct control of
Splendor Host
Client's acts or omissions, including without
limitation, any negligence, willful misconduct,
or use of Splendor Host service(s) in breach of
Splendor Host Policy and Service Guidelines (AUP),
by Client or others authorized by Client.
Hardware Failure
Splendor Host stands behind all equipment on our
network. Faulty hardware is rare, but cannot be
predicted nor avoided. Splendor Host utilizes only
name brand hardware of the highest quality and
performance. Splendor Host will replace all faulty
hardware affecting performance levels of
equipment within 12 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 Splendor Host contracts
with Cisco™ and backbone providers in regard to
the emergency repair service in case of such an
issue. Splendor Host 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.
Account cancellations
Your account can be cancelled ONLY by submitting
secure service cancellation form. Other methods
of cancellation are not valid. Once the form
submitted account will be cancelled within 60
minutes.
General
Splendor Host 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, Splendor Host makes no claims regarding the
availability or performance of the Splendor Host
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. |
