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99.9%
Uptime Guarantee
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| Coverage |
| This
99.9% uptime guarantee applies to any N V Host client
in good financial standing with N V Host at the time
of a service outage. |
| Service
Level Agreement & Specifications |
| N V
Host endeavors to have the content of your web site
available for http access by any party in the world
99.9% of the time or better. Network downtime
(unavailability) is defined as 100% packet loss from N
V Host to its backbone providers. Downtime is measured
past 10 minutes after notification of network failure
via N V Host's online ticketing system. If the
ticketing system itself is unreachable, the ticket
must be started by emailing the N V Host NOC at NOC@nvhost.com
N V Host's administrators will determine the end of
the downtime by a traceroute to the customer's machine
from outside the network. |
| Credits |
(A)
Standard Web Hosting - In the event that your web
site is not available for more than 99.9%, N V Host
will credit the following month's service fee as
follows. For any shared hosting client, 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 fifty (50)
percent of the monthly service charge for the affected
month.
Monthly Uptime Credit
95% to 99.8% 10%
90% to 94.9% 20%
89.9% or below 50% |
(B)
Dedicated Servers - For managed dedicated server
customers if the uptime is between 98.9% and 99.9% for
any particular month the credit shall be retroactive
and equivalent to the difference between the
guaranteed level of availability of the customer's
services during the month and the calculated actual
level of availability of the customer's services,
multiplied by the actual charges incurred by the
customer for the services during that month period. In
addition, for managed dedicated server, customers may
be entitled to additional credits as calculated below
and as measured 24-hours a day in a calendar month,
with the maximum credit not to exceed twenty-five
percent (25%) of the monthly service charge for the
affected month.
Minutes of continuous downtime Credit
60 minutes = 10%
5 or more 60 minute intervals = 25%
In order for you to receive a credit on your account,
you must request such credit within seven (7) days
after you experienced the down time. You must request
credit by sending an electronic mail message to accountcredit@nvhost.com
For security reasons, the body of this message must
contain your domain name, password, account number,
the dates and times of the unavailability of your
website, and such other customer identification
requested by N V Host. Credits will usually be applied
within thirty (30) days of your credit request. Credit
to your account shall be your sole and exclusive
remedy in the event of an outage. |
| Restrictions |
Credits
shall not be provided to you in the event that you
have any outage resulting from;
(A) Scheduled maintenance as posted from time to time
at N V Host
(B) Your behavior or the performance or failure of
your equipment, facilities or applications
(C) Circumstances beyond N V Host's reasonable
control, including, but not limited to, 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 our equipment needed for
provision of your web site
(D) a client breaking any item in N V Host's
"terms and conditions of acceptable use
agreement"
(E) a client which causes the failure of a machine as
a result of not abiding by the "terms and
conditions of acceptable use agreement" |
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