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| Service Level Agreement - Server Co-location. Agreement Outline This Service Level Agreement (SLA) relates to co-location facilities leased by Hostcentral to its clients. This agreement does not cover web hosting services or dedicated servers leased from Hostcentral. Service Guarantee All systems and networks are monitored both by Hostcentral and by a contracted third party network monitoring company. As such, we have full records of availability of our services. In the event of Downtime (as defined below), at the Client's request, the monthly fee payable for the affected fixed-price components of the Service shall be reduced as follows:
To claim credit, customers must contact technical support within 14 days of the month they are claiming was below the minimum acceptable levels. Downtime. Downtime shall mean any interruption of sixty (60) seconds or more in the availability to users of any Website residing on the Hardware and made available through the Services, only if such interruption is due to either (i) failure by Hostcentral to manage a situation so as to cause interruption in Web availability, or (ii) a disruption in the connection between any such server and the Internet. For purposes of this Section, the Internet is deemed to consist of services that commence where Hostcentral transmits a Client’s content to Hostcentral carrier(s) at the Hostcentral border router ports. Such carriers provide Hostcentral with private and dedicated bandwidth. Hostcentral undertakes no obligation for the circuit or link between Hostcentral facilities and such carrier’s services. If router packet loss is in excess of fifty percent (50%) and is sustained for sixty (60) seconds or more, Hostcentral will classify this as an “outage.” If an “outage” continues for a time period of more than two (2) minutes, then such an outage will be deemed Downtime. If the latency across the Hostcentral national IP backbone exceeds one hundred and twenty (120) milliseconds, Hostcentral will classify this as Downtime. As Hostcentral is the supplier of Hardware with dedicated servers, Hostcentral will consider inaccessibility as a result of hardware failure as downtime, and the above renumerations apply. Maintenance Windows. In order to maintain and upgrade the Hostcentral IP backbone infrastructure, Hostcentral performs scheduled maintenance on its equipment. Outages or performance degradation during scheduled maintenance windows as a result of router, switch or server maintenance, are not considered Downtime for purposes of this section. Hostcentral shall make all commercially reasonable efforts to provide the client with reasonable prior notification of all scheduled and emergency maintenance procedures. Investigation of Service Interruptions. At Client’s request, Hostcentral will investigate any report of Downtime, and attempt to remedy any Downtime expeditiously. If Hostcentral reasonably determines that all facilities, system and equipment furnished by Hostcentral are functioning properly, and that Downtime arose from some other cause, Hostcentral can continue to investigate the Downtime at Client's request and reserves the right to recover labour and materials cost for services actually performed at the usual and customary rates for similar services provided by Hostcentral to clients in the same locality. This document was last edited on Tuesday, September 17th 2002. We will notify all relevant clients of any changes to this document. |
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