This Web Site Uptime Service Level Agreement (SLA) applies to you ("customer") if you have ordered hosting account services from InfinityHost (the "Services") and your account is current (i.e., not past due) with InfinityHost: Shared Web Hosting Plans (Basic and/or Deluxe), E-Commerce Plans (Commerce and Commerce Plus). The term "Web Site Uptime" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer's Web site is available for access by third parties via HTTP and HTTPS, as measured by InfinityHost systems/services.
Service Level
- Goal:
InfinityHost's goal is to achieve 100% Web Site Availability and Uptime for all our customers.
- Remedy:
If the Web Site Uptime of customer's Web site is less than 100%, InfinityHost will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services (per section 3 and 4 below):
Web Site Uptime 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%
- Downtime Amounts:
Web Site Downtime in Minutes Credit Percentage less than 42.2 mins 0% 42.3 - 864 mins 10% 865 - 2160 mins 25% 2161 - 4320 mins 50% greater than 4320 mins (72 hrs) 100%
Exceptions
- Customer shall not receive any credits under this SLA in connection
with any failure or deficiency of Web Site Availability caused by or
associated with:
- Circumstances beyond InfinityHost's control including, war, strike
or other labor disturbance, unavailability/interruption/delay
in telecommunications, virus attacks
and/or hackers, third party software
failure (free scripts, ecommerce software, Merchant Gateways), fire,
flood, tornado, earthquakes, acts by any governing body, embargo, boycott,
or inability to obtain supplies, raw materials, or power used in or
equipment needed for provision of this Service Level Agreement
- failure of access circuits to the InfinityHost Network, unless the
failure is caused solely by InfinityHost
- emergency maintenance, scheduled maintenance, and system upgrades
- domain name system (DNS) problems outside of the control of InfinityHost
- issues with FTP, POP, IMAP, or SMTP customer access
- customer's acts or omissions (or acts or omissions of others engaged
or authorized by customer), including, without limitation, custom scripting
or coding (ie., PHP, Python, CGI, Perl, HTML, ASP, etc...), any negligence,
willful misconduct, or use of the Services in breach of InfinityHost's
Acceptable Use Policy;
- problems elsewhere on the internet that prohibit you from viewing your account. InfinityHost is not responsible for browser, DNS, or other caching that might make it appear your site is unavailable even though others can still access your information. This guarantee covers areas InfinityHost controls such as our servers, routers, and switches.
Credit Request and Payment Procedures
In order to receive a credit, customer must make
a request by sending an email message to billing@infinityhost.com.
Each request in connection with this SLA must include customer's account
number (domain name) and the dates and times of the unavailability
of customer's Web site. The request must be received by InfinityHost
within ten (10) business days after customer's Web Site was not available.
If the unavailability is confirmed by InfinityHost, credits will be
applied within two billing cycles after InfinityHost's receipt of customer's
credit request.
Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by InfinityHost and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Web Site Availability of customer's Web site.
