Service Level Agreement (Latest revision: Feb 25 2024)
This Service Level Agreement provides the Customer with certain rights and remedies regarding the performance of our services and servers. Use of the Service constitutes acceptance and agreement to the Terms of Service, Acceptable Use Policy, and this SLA. We offer a 99.9% Service Uptime Guarantee on all of our hardware. Any downtime or maintenance that is planned/routine will be provided to the customer in the form of an email seven days prior to such work. Any emergency or unplanned maintenance will be provided to the customer within 24 hours whenever possible. Service outages that are known will be reported within one hour to all customers. We also offer a 24 hour ticket response time guarantee, meaning that we will research your issue and provide you with an adequate response within twenty-four hours or a notification that your issue has been passed to the proper department for further research. We do not offer a ticket resolution guarantee as in this field it is impossible to resolve certain problems within any specific timeframe. Claims for credit are issued only if the customer makes the request to the Member Services Department via ticket within seven days. Credits are issued in the form of one day out of the services already paid for and are only transferable to account credit. After four days of downtime a month credit will be issued. This does not affect hardware owned by the Customer, any failures caused by a Customer’s neglect or lack of technical knowledge, circumstances beyond the companies reasonable control, including without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, 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 service. Emergency support for server down issues and hardware failure is offered 24 hours a day seven days a week, 365 days a year. Emergencies are defined as server-down issues that cause the system not to function or otherwise be completely inaccessible. Issues caused by a customer’s neglect or negligence are not defined as emergencies and are not covered under SLA. Issues incorrectly filed as emergencies are subject to being invoiced by the on-duty network administrator a fee for services per hour of no less and no greater than 75 dollars PER hour of work. This SLA does not apply to free accounts with the exclusion of the ticket response and uptime guidelines; we only venture to meet those guidelines for free users and will not provide credits for incidents involving this customer class.