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This Service Level Agreement (SLA) covers the availability and
uptime guarantee of our Shared and Reseller Hosting Services.
Coverage
This SLA applies to any Shared/Reseller Hosting Customer in good
financial standing with PremiumReseller at the time of a service
outage.
Specifications
PremiumReseller endeavors to have the content of all your web sites (which
are being served by PremiumReseller) 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 PremiumReseller to its backbone providers.
Compensation
In the event that that the average availability of all your websites
(served by PremiumReseller) falls below 99.9%, PremiumReseller will
credit the following month's Service Fee as follows. Such credit
shall be retroactive and shall be calculated as below, 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% |
| 98% to 99.8% |
10% |
| 95% to 97.9% |
25% |
| 90% to 94.9% |
50% |
| 89.9% or below |
100% |
In order for you to receive
a credit, you must request such credit within seven (7) days after
you experienced the incident of web site unavailability. You must
request credit by using this
form. Please be sure to include the address of the affected
web site, the dates and times of its unavailability, and your personal
information as on PremiumReseller records. Credits will be granted
within twenty four (24) hours of your credit request if PremiumReseller
confirms the unavailability. No credit will be given if PremiumReseller
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 PremiumReseller 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 PremiumReseller's
website
2. Your behavior, the non-performance or failure of your software
or applications
3. Circumstances beyond PremiumReseller's reasonable control, including,
without limitation, acts of any governmental body, war, insurrection,
sabotage, embargo, fire, flood, strike or other labor disturbance,
interruption of or delay in transportation, unavailability of interruption
or delay in telecommunications or third party services, including
DNS propagation, domain name registration, domain 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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