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Service Level Agreement
This
SLA may be amended at any time by VicoloHost.
VicoloHost Network is defined as the equipment,
software, and facilities within the VicoloHost
network segment, including VicoloHost contracted
ISP services to which the VicoloHost network
segment is connected and collectively utilized by VicoloHost to provide dedicated and co-location services.
We
provide 99% uptime or else it will affect our business. Our
servers hardware is the latest and we have dedicated staff for
monitoring and hence we can and we provide 99% uptime guarantee.
Your website needs to be accessible for the visitors in order to
generate sales. For this reason VicoloHost offers
99% uptime guarantee. It means that your website will be up and
running at least 99% of the time during any 12-month period. This
guarantee includes network uptime, server uptime, web server and
service uptime.
Service Availability is the total time in a calendar month that the
VicoloHost is available through the Internet,
provided that Client has established connectivity. VicoloHost takes responsibility for the Service Availability
within its immediate network segment, and cannot be held liable for
problems directly related to an upstream bandwidth provider. The
VicoloHost Network will be available to clients
free of Network Outages for 99% of the time.
Service Downtime is any unplanned interruption in Service
Availability during which the Client is unable to access the
services as described in preceding section, provided the
interruption is determined to have been caused by a problem in the
immediate VicoloHost network segment as confirmed
by VicoloHost. Service Downtime is measured as the
total length of time of the unplanned interruption in Service
Availability during a calendar month. VicoloHost is
not responsible for any unplanned outages due to third-party
software failure are the direct responsibility of the software
publisher and not of VicoloHost.
Scheduled Service Downtime is any VicoloHost
interruption of Hosting Services. Scheduled Service Downtime occurs
during a VicoloHost server maintenance window,
which occurs in conjunction with a 24 hour notice to the Client via
electronic communication.
Performance Credit occurs when 99% uptime is not met. VicoloHost will give the customer 1 month of free service
if we fail to meet this uptime.
Monitoring Service is the service VicoloHost
provides in order to analyze availability of HTTP based services and
applications through its third party monitoring system.
Service Downtime Performance Credit
In the event of Service Downtime in which monthly Service
Availability is less than 99%, Client will receive a Performance
Credit as described above.
Service Exclusions
This SLA does not cover Service Downtime caused by problems in the
following:
۰ Client's
local area network
۰
Client-provided Internet connectivity or end-user software
۰ Entities
inside Client's internal network including, but not limited to,
firewall configuration and bandwidth shaping, local area
workstations, or other servers, equipment, and software that have a
potential bearing on the local networking environment
Service Downtime Exclusions
The following are excluded from the monthly calculation of Service
Availability:
۰ Any utilized
Scheduled Service Downtime
۰ Any problems
beyond the immediate VicoloHost network segment
۰ Any
interruptions, delays or failures caused by Client or Client's
employees, agents, or subcontractors, such as, but not limited to,
the following:
۰ Inaccurate
configuration
۰ Non-compliant
use of any software installed on the server
۰ Client
initiated server over-utilization
۰ Any problems
related to attacks on the machine such as hacking, bandwidth-based
attacks of any nature, and service or operating system exploits
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