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Service Level Agreement

 

Service Level Agreement

infordhosting.com, 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 infordhosting.com network.

The infordhosting.com Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of infordhosting.com's web hosting, reseller, dedicated server, co-location, e-commerce, and dial-up/dedicated access services.

Uptime Guarantee:

infordhosting.com strives to maintain a 99.9% network and server uptime service level. This uptime percentage is a monthly figure, and it is calculated solely by infordhosting.com monitoring systems or infordhosting.com authorized/contracted outside monitoring services.

If infordhosting.com fails to meet it's 99.9% 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. infordhosting.com does not credit a full month's service for minor downtime.

This would not be financially healthy for infordhosting.com, and in turn would only negatively affect the service level infordhosting.com provides to you. "Partial refunds for partial downtime" is our standard policy.

In extreme circumstances, infordhosting.com 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.

Exceptions:

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the infordhosting.com 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 or unscheduled (emergency) maintenance for hardware or software. infordhosting.com and its third party vendors have the right to schedule a service maintenance, that may result in significant downtime of infordhosting.com’s services, without any advance notice to its clients.

However, we will make every effort to provide advanced notification to the client's admin email only or provide updates in the "announcement" section of the support desk found at http://secure.inford.in.

* Hardware failure (faulty hardware is rare, but cannot be predicted nor avoided). We utilizes only name brand hardware of the highest quality and performance.

* Software bugs/flaws (Exploits and bugs may develop that cause security issues or downtime)

* DNS issues not within the direct control of infordhosting.com

* Network floods, hacks, attacks from outside parties or individuals Failure or error of any infordhosting.com monitoring or measurement system

* Client’s acts or omissions, including without limitation, any negligence, willful misconduct, or use of infordhosting.com service(s) in breach of infordhosting.com Policy and Service Guidelines (AUP), by Client or others authorized by Client.

Connectivity:

infordhosting.com's goal is to make the infordhosting.com network available to Client free of outages for 99.9% of the time.

An "outage” is defined as an instance in which Client is unable to transmit and receive IP packets due to a infordhosting.com service failure for more than 15 consecutive minutes, excluding service failures relating to infordhosting.com's scheduled maintenance and upgrades.

The infordhosting.com network does not include client premises equipment or any Telco access facilities connecting Client's premises to such infrastructure. infordhosting.com's goal is to keep Average Round-Trip Latency on the infordhosting.com network to 85 milliseconds or less.

infordhosting.com defines “Average Round-Trip Latency”, with respect to a given month, as the average time required for round-trip packet transfers between the infordhosting.com network and major US backbone peering points during such month, as measured by infordhosting.com.

infordhosting.com's goal is to keep Average Packet Loss on the infordhosting.com network to 1% or less.

infordhosting.com defines “Average Packet Loss”, with respect to a given month, as the average percentage of IP packets transmitted on the infordhosting.com network during such month that are not successfully delivered, as measured by infordhosting.com.

Measurement:

infordhosting.com will periodically (on average every 1 minute) monitor infordhosting.com 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 Client’s internet connection, and that such measurements constitute measurements across the infordhosting.com network but not other networks to which Client may connect.

infordhosting.com 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 infordhosting.com and made available to Client.

Hardware Failure:

infordhosting.com stands behind all equipment on our network. Faulty hardware is rare, but cannot be predicted nor avoided.

infordhosting.com utilizes only name brand hardware of the highest quality and performance. infordhosting.com 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 infordhosting.com contracts with Cisco and backbone providers in regard to the emergency repair service in case of such an issue. infordhosting.com 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.

Credits:

Credit requests must be made using the helpdesk of infordhosting.com, by filling out the "Service Level Agreement Support Request".

Each request in connection with network/server outages/downtime must be received by infordhosting.com within five days of the occurrence.

Each request in connection with Average Round-Trip Latency or Average Packet Loss in a calendar month must be received by infordhosting.com within five days after the end of such month.

The total amount credited to a Client for infordhosting.com not meeting SLA service levels will not exceed the service fees paid by Client infordhosting.com for such services for the period in question.

Each validly requested credit will be applied to a Client invoice within 30 days after infordhosting.com's receipt of such request. Credits are exclusive of any applicable taxes charged to Client or collected by infordhosting.com.

Upon Client’s request (in accordance with the procedure set forth below), infordhosting.com will issue a credit to Client for network/server outages/downtime occurring during any calendar month that are reported by Client to infordhosting.com and confirmed by infordhosting.com's measurement reporting.

Such credit will be equal to one day’s 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 infordhosting.com network for a calendar month exceeds 85 milliseconds, then upon Client's request, infordhosting.com will issue a credit to Client equal to one day's worth (1/30th) of the monthly service fees paid by Client for such month.

If Average Packet Loss exceeds 1% during a calendar month, then upon Client’s request, infordhosting.com will issue a credit to Client equal to one day's worth (1/30th) of the monthly service fees paid by Client for such month.

Account cancellation:

Your account can be cancelled ONLY by initiating a cancellation request using infordhosting.com’s Account Manager. Any other methods of requesting a cancellation are not valid.

Once the cancellation form is submitted from the Account Manager, the account will be cancelled within two to five business days.

FrontPage Support:

With the announcement from Microsoft that no further enhancement will be released for FrontPage and all technical support related to it being also withdrawn, it will not be possible to extend our full technical support for FrontPage to our customers.

Therefore, we shall now be providing very limited technical support for the issues related to FrontPage Extension.

General:

infordhosting.com retains the right to change or modify any or all of this entire Service Level Agreement without notification, and will post changes to the web site location currently housing this SLA.

Except as set forth in this SLA, infordhosting.com makes no claims regarding the availability or performance of the infordhosting.com 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.

PCI DSS COMPLIANCE DISCLAIMER:

infordhosting.com’s hosting environment is not intended for secure payment pages, and/or storing, transmitting, processing, and viewing credit card data.

It is strictly prohibited to store, process, transmit, and view credit card data on infordhosting.com’s servers and/or web hosting plans. Ecommerce transactions must be outsourced to third party vendors and ensure they do not connect to infordhosting.com servers.

No service is automated at infordhosting.com. You have to update infordhosting.com support team to receive any particular service.