DIGITIZEDHOST® – SERVICE LEVEL AGREEMENT

This Service Level Agreement provides rights and remedies to customers using DigitizedHost®’s services. This Service Level Agreement applies to every customer who uses DigitizedHost® services.

Uptime Guarantee: DigitizedHost® strives to maintain an optimal network and service uptime level. If DigitizedHost® fails to meet reasonable network and service uptime, and it’s not due to the exceptions listed below, credits may be made to customers upon request, and on a case-by-case basis. Value of the credits will be equal to the seriousness of the downtime – in other word, “partial credit for partial downtime.” Exceptions to the Uptime Guarantee include the following:

  • Circumstances beyond reasonable control, including (but not limited to) acts of a governmental body, war, insurrection, sabotage, embargo, natural disaster, labor disturbance, interruption of transportation, interruption of telecommunications, interruption of third party services, failure of third party software, or inability to obtain raw materials, supplies, or power needed for provision of the Service Level Agreement.
  • Telco failure.
  • Backbone peering point issues.
  • Scheduled maintenance and upgrades.
  • Hardware failure.
  • Software bugs/flaws.
  • DNS issues not directly controlled by DigitizedHost®.
  • Networks floods, hacks, or attacks by outside parties or individuals.
  • Failure or error of any DigitizedHost® monitoring system.
  • Acts of negligence or misconduct by the customer in breach of the Acceptable Use Policy.

Connectivity: Any actions or activities deemed damaging or abusive to DigitizedHost®’s resources are prohibited. Violations will result in legal action.

Measurement: Periodically, DigitizedHost® will monitor network and server availability. Results of these measurements will be made available to the customer upon request.

Hardware Failure: DigitizedHost® will replace faulty hardware affecting performance levels and network/server outage/downtime. Router failure may require on-site personnel and is not covered by this Service Level Agreement.

Credits: Requests for credit must be made via the DigitizedHost® website. Requests must be made within 5 days of network/server outage/downtime. The total value of credit will not exceed service fees paid by the customer for any services DigitizedHost® renders during the network/server outage/downtime in question.

General: At any time, DigitizedHost® may change or modify this Service Level Agreement, and will notify the customer.