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Service Level Agreement
eVerity's Service Level Agreement is a commitment to our customers
which provides certain rights and remedies regarding the performance
of our service. The eVerity Service Level Agreement (SLA) guarantees our
network/equipment reliability and performance. This Service Level Agreement (SLA) applies
to customers and resellers of eVerity's hosting and domain registration services.
Uptime Guarantee
eVerity strives to maintain a 99.5% network and server uptime service level.
This uptime percentage is a monthly figure, and is is calculated solely by eVerity
monitoring systems or eVerity authorized/contracted outside monitoring services. If
eVerity fails to meet it's 99.5% uptime guarantee, and it is not due to one of the
exceptions below, credits will be made available to each client, upon request, on a case
by case basis. eVerity will credit a full month's service if uptime falls below 99.5%.
Credits will be reflected in the following month's statement.
Exceptions
Customer shall not receive any credits under this SLA in connection with any failure or
deficiency of the eVerity network caused by or associated with:
Circumstances beyond reasonable control, including, without limitation, acts of any
governmental body, war, insurrection, sabotage, embargo, "Acts of God" (ie...fire, flood,
earthquake, tornado, etc...), strike or other labor disturbance, interruption of or delay
in transportation, unavailability of or interruption or delay in telecommunications or
third party services, failure of third party software or inability to obtain raw
materials, supplies, or power used in or equipment needed for provision of the Service
Level Agreement, Telco Failure (ie...Verizon cutting a fiber line somewhere),
Backbone peering point issues (ie...UUnet having a router go down in Virginia that
wipes out internet service for the entire East Coast),
Scheduled maintenance for hardware/software upgrades,
DNS issues not within the direct control of eVerity (including failure of client
to renew or properly manage their domain name),
Client's acts or omissions, including without limitation, any negligence,
willful misconduct, or use of eVerity service(s) in breach of eVerity's
Terms of Service (TOS), by Client or others authorized by Client.
Connectivity:
eVerity's goal is to make the service free of outages
for 99.5% of the time. An "outage" is defined as an instance in which Client is unable to
transmit and receive IP packets due to an eVerity service failure for more than 20
consecutive minutes, excluding service failures related to eVerity's scheduled
maintenance and upgrades.
Hardware Failure
Faulty hardware is rare, but
cannot be predicted nor avoided. eVerity utilizes only name brand hardware of the
highest quality and perfomance. eVerity's provider will replace all faulty hardware affecting
performance levels of equipment within 12 hours, which includes hardware issues that
cause server crashes or speed issues. Hardware failure resulting in complete network/server
outage/downtime will be corrected within two hours of problem identification. Router
failure is an exception to this SLA guarantee, and may require on-site Cisco engineers
or backbone provider emergency personnel to correct the problem.
Credits
Credit requests must be made by logging in to www.everity.com and submitting a support
request. Each request in connection with network/server outages/downtime
must be received by eVerity within five days of the occurance.
The total
amount credited to a Client for eVerity not meeting SLA service levels will not
exceed the service fees paid by Client to eVerity for such services for the period in
question. Each validly requested credit will be applied to a Client invoice within 30
days after eVerity's receipt of such request.
Account Cancellations
Your account can be cancelled ONLY by logging in to www.everity.com and submitting a
support request. Other methods of cancellation are not valid.
General
eVerity Inc reserves the right to change or modify this SLA at any time,
and will post changes to location currently housing this SLA at time of modification,
which will be made available to Client. Except as set forth in this SLA, eVerity makes
no claims regarding the availability or performance of the eVerity network or servers.
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