Dedicated Hosting Service Level Agreement


Applicability

This Dedicated Hosting Availability Service Level Agreement applies to YOU if YOU have ordered *any* hosting plans ("Service") and YOU are in good financial standing with ServOnDemand.

Service Guarantee

ServOnDemand Service will be available to the Internet (see definitions below) 100% of any given month.

Credits

Outage Credits:

Any period of inaccessibility on behalf of ServOnDemands actions due to power failure, internet network failure, or other failure lasting longer than 30 minutes will be credit as follows:

Reinstallation Credits:

In the event of a customer-requested reinstallation via client control panel if such reinstall has not started within 4 hours, said customer will be credited 25% of one month's fee upon request.

In order for YOU to receive a credit on YOUR account, YOU must request such credit within seven (7) business days after YOU experienced no service availability. YOU must request credit by sending an email message to billing@servondemand.com outlining your IP address, incident start, incident end and the support ticket ID you used when troubleshooting the issue. Credits will usually be applied within sixty (60) days of YOUR credit request. Credit to your account shall be YOUR sole and exclusive remedy for any outage related to your service including those caused by gross negligence by ServOnDemand or its staff.

Restrictions

Credits shall not be provided to YOU in the event that YOU have no service availability resulting from (i) scheduled window maintenance, (ii) YOUR behavior or the performance or failure of YOUR equipment, facilities, software, scripts, code, or applications, or (iii) circumstances beyond ServOnDemand'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), 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 service.

Limitations

On-line problems occur continuously. There might come a time when you cannot access your service or any other service. This is not necessarily due to a failure of the ServOnDemand Network or hardware. ServOnDemand's monitoring agents are the sole determinate of the uptime of our service, and not any one client's experience.

Definitions