CrazyHostGuy.com
Policies
Service Level Agreement (SLA)
Uptime Guarantee
www.CrazyHostGuy.com endeavors to have the content of customer’s
website available for http access by third parties 99.9%
of the time ("website availability"), in a given
month, excluding the restrictions below. Website unavailability
(downtime) exists when third parties are unable to transmit
and receive http data and www.CrazyHostGuy.com records such
failure within its monitoring systems. Website unavailability
(downtime) is measured from the time the trouble ticket
is opened by a customer to the time the server is once again
able to transmit and receive http data.
Should a customer’s website become unavailable for
a cumulative period up to one hour in any one calendar month,
Customer may be eligible to receive a credit equivalent
to one day of Customer’s pro-rated recurring monthly
fees for that month.
Customers may receive an additional refund of one day of
the pro-rated recurring monthly fees for each additional
hour, or portion thereof, of website unavailability. All
credit calculations will be based on website unavailability
in one-hour increments. The above agreement does not cover
outages caused by equipment and/or events not under the
direct control of www.CrazyHostGuy.com or caused by individuals
not directly employed by www.CrazyHostGuy.com. This Service
Level Agreement does not cover outages due to scheduled
or emergency network and/or facility maintenance, which
will be broadcast to all customers in advance.
Any and all credit(s) to a customers account will not exceed
50% of the customer’s recurring monthly fees for the
month in which the credit is issued.
Performance Guarantee
www.CrazyHostGuy.com will maintain its network
in such a manner as to provide to all customers the best
possible performance to the Internet. In order to achieve
this www.CrazyHostGuy.com makes the following guarantees
to all onsite Internet customers:
• 100% guaranteed uninterrupted transit to the Internet
• Zero packet loss internal to www.CrazyHostGuy.com
network
• www.CrazyHostGuy.com internal network will have
an average latency of not greater than 50ms (inter-city)
• www.CrazyHostGuy.com will deliver all Customer traffic
to an Internet carrier with an average latency not greater
than 150ms (inter-city)
In addition to the above performance guarantees www.CrazyHostGuy.com
will take all possible measures to insure all Customer traffic
reaches its destination in a timely fashion comparable and
within reason to any other carrier in the area. These measures
include the manipulation of routing tables so as to direct
traffic to the Internet using its best possible upstream
link.
Credit
In order for customer to receive a credit on their account,
customer must request such credit within five (5) business
days after the customer has experienced website unavailability
(downtime). Customer must request credit by sending an e-mail
to our billing department at billing@www.CrazyHostGuy.com.
The body of this message must contain customer domain name,
the dates and times of the start and finish of the website
unavailability and the trouble ticket number associated
with their website unavailability for identification. Credit(s)
will usually be applied within sixty (60) days of customer
credit request. Credit(s) to customer account will be customer’s
sole and exclusive remedy in the event of website unavailability
(downtime).
Restrictions
In order for the customer to be eligible to receive credit(s)
the customers account must be paid in full at the time of
requesting credit(s) and at the time of website unavailability.
Credit(s) will not be provided to customer in the event
that customer has website unavailability resulting from
(i) scheduled maintenance as posted from time to time via
e-mail bulletins and at www.CrazyHostGuy.com, (ii) customer
behavior including acts or omissions of customer, or any
use or user of the service authorized by customer, or the
performance or failure of customer’s equipment, facilities
or applications, or customer’s ISP or connection to
the internet, or (iii) circumstances beyond www.CrazyHostGuy.com's
reasonable control, including, without limitation, acts
of God, 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 customer’s service.
Should you have any questions about this or any of our other
policies please feel free to e-mail info@CrazyHostGuy.com
or call us toll free at 1.866.466.4255.
www.CrazyHostGuy.com Service Level Agreement (SLA)
Version: 2.0.1
Last Updated: January 25, 2005
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