Service Level Agreement
This Service Level Agreement (SLA) covers the availability and uptime of
our Windows, Linux, VPS and Reseller hosting services
Coverage
This SLA applies to any Wisewizz Hosting Customer in good financial standing
with Wisewizz Hosting at the time of a service outage.
Specifications
Wisewizz Hosting endeavors to have the content of all your web sites (which
are being served by Wisewizz Hosting) available for HTTP access by any party
in the world 99.9% of the time. Service outage (unavailability) is defined
as 100% packet loss from Wisewizz Hosting to its backbone providers.
Compensation
In the event that that the average availability of all your websites (served
by Wisewizz Hosting) falls below 99.9%, Wisewizz Hosting will credit the
following month's Service Fee as follows. Such credit shall be retroactive
and shall be as calculated below and as measured 24 hours a day in a
calendar month, with the maximum credit not to exceed hundred (100) percent
of the monthly Service Fee charge for the affected month.
| Website
Availability |
Credit
Percentage |
| 99.9% to 100% |
0% |
| 99.5% to 99.9% |
5% |
| 98% to 99.4% |
10% |
| 95% to 97.9% |
25% |
| 90% to 94.9% |
50% |
| 89.9% or below |
100% |
Server uptime is calculated on monthly basis. You can claim credit under
SLA once in a month. In order for you to receive a credit, you must request
such credit by 7th of the month following in which you experienced the
incident of web site unavailability. You must request credit by sending an
electronic mail message to billing @ Wisewizz Hosting.com (without spaces).
The body of this message must contain the address of the affected web site,
the dates and times of its unavailability, and your personal information as
on Wisewizz Hosting records. Credits will be granted within seven (7) days
of your credit request if Wisewizz Hosting confirms the unavailability. No
credit will be given if Wisewizz Hosting cannot confirm the unavailability
of the website in question.
Credit to your account shall be your sole and exclusive remedy in the event
of an outage. All credits given by Wisewizz Hosting are non refundable and
may only be used to pay current or future service fees.
Restrictions
Credits shall not be provided to you in the event that you have any outage
resulting from
1. Scheduled maintenance as posted from time to time at Wisewizz Hosting's
website
2. Your behavior, the non-performance or failure of your software or
applications
3. Circumstances beyond Wisewizz Hosting'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, domain name registration / transfer, 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 web site.
