Managed Hosting Service Level Agreement

Denetron LLC appreciates businesses and organizations entrusting their Web site availability to us. We offer a 99.9% web service level agreement (SLA) on our Managed Hosting Solutions.

COVERAGE

The SLA applies to accounts specifically listing a SLA on their Service Order Form, and requires that your account is current on all service charges with no past due balances owed. Web site availability is defined as the total hours in the month (based on a 24-hour day and 30-day month) that your site is available for all network requests, as calculated by Denetron LLC.

SERVICE LEVEL

Denetron LLC guarantees 99.9% Network availability requests per calendar month on the above service plans, which allows for 43 minutes of non-consecutive service outage per month. For the purpose of this SLA, only outages lasting a minimum of 10 consecutive minutes are considered a service outage for calculating availability. The SLA is subject to the following conditions and exclusions below.

Should network availability drop below 99.9%, the Denetron LLC customer will be eligible for the following percentage credits based on the Monthly Recurring Charges (MRC). If the customer has opted for a prepay option, the credit will based on the equivalent MRC.

Network availabilityCredit Percentage
98.0% - 99.8%25%
97.9% - 95.1%50%
95.1% - 90.1%75%
90.0% and below100%

Exclusions and Conditions

This SLA covers service outages affected by areas considered under the control of Denetron LLC including Denetron LLC-managed routers and switching equipment. This SLA does not apply to service outages caused by or associated with:

  1. Circumstances beyond the reasonable control of Denetron LLC, including, without limitation, acts of any governmental body, war, insurrection, sabotage, terrorism, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, e-commerce software, payment gateways, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
  2. Failure of access circuits to the Denetron LLC network, unless such failure is caused solely by Denetron LLC;
  3. Scheduled maintenance, including upgrades; emergency maintenance;
  4. Outages or SLA failures resulting from any act or omission by Customer or its agents, including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, etc.); negligence, willful misconduct; exceeding allowable monthly data transfer allocation; or any use of the services in violation of the applicable Terms Conditions or Acceptable Use Policy;
  5. Outages elsewhere on the Internet that hinder access to a hosted account

CREDITS

The submission of requests for SLA credits must be performed by the customer only for the specific hosting account impacted by service unavailability.

To receive an SLA credit, the Denetron LLC customer must email support@denetron.com within ten (10) calendar days that the Customer's site was not available. Each request must include the dates and times of the Web site unavailability and other required information. The applicable credit adjustment will be made to the Customer's account within two billing cycles after confirmation of the SLA outage.

The total amount credited to the customer in a particular month under this SLA shall not exceed the total monthly recurring fee paid by the customer for such month for the affected services, and does not apply to any fees paid for domain name registration or renewal, or add-on purchases of email boxes, disk space, transfer, or resource units.

Any evidence of fraudulent bulk submissions using the online form or via e-mail or unauthorized submissions by a Denetron LLC customer will result in immediate termination of the customer's account.