Service Level Agreement
The following sets forth the performance specifications for Webhosting
Services provisioned under Sprintserve's Webhosting Agreement,
provided however that the Parties may depart from these specifications
as may be mutually agreed and set forth in Service Orders for any
particular Webhosting Service.
1. Network Availability: 99.9% availability measured over a 365-day
(8,760 hour) period.
2. Latency: An average monthly transmission rate of 85 milliseconds
or less on Sprintserve's peered networks. Sprintserve measures Internet
latency, the average round trip transmission on a Sprintserve's
peered network, at approximately ten-minute intervals and calculates
the average at the end of each calendar month.
3. Packet Loss: Sprintserve guarantees a packet delivery of 99%
4. Server Availability: 99.5% availability measured over a 365-day
(8,760) period. If a Customer experiences average Internet latency
in excess of 85 milliseconds, as so calculated for any calendar
month, Customer may receive a credit of 1/30 the monthly rate or
charge applicable to the Service that is subject to the latency.
5. If a Customer experiences a Network Outage of ten (10) minutes
or more in any calendar day, Customer may receive a credit of 1/30
the monthly rate or charge applicable to the Service which is subject
to the Network Outage. A Network Outage means an occurrence on Sprintserve's
peered networks that results in the inability to transmit IP packets
on behalf of the Customer.
6. Support Availability: 100% of all email or help tickets sent to
firstname.lastname@example.org will be answered within 24 hours. If a Customer
experiences a longer response time, Customer may receive a credit of 1/30
the monthly rate or charge applicable to the Service for every occurance.
7. In any calendar month, Customers credits with respect to Network
Outages, Server Outages, latency, and Support Availability may not exceed
ten incidents. Customer must notify SprintServe.net of any unmet Service
Levels for Credits to be provided. No credits will be provided, if it is:
(i) caused by Customer or others authorized to by the Customer
to use the Services under the Agreement;
(ii) due to the failure of power, facilities, equipment, systems
or connections not provided by Sprintserve;
(iii) caused by the failure of third party service to Sprintserve's
(iv) the result of scheduled maintenance or upgrades where Customer
has been notified in advance and
(vi) due to a Force Majeure event;
(vii) the Customer has outstanding invoices.
8. Hardware Replacement Service Level Agreement: Sprintserve NET guarantees
that in the event of a dedicated server hardware failure, the faulty
hardware will be replaced within within two (2) hours of Customer
notification in the trouble ticketing system. This guarantee does not
include the time it requires to perform additional software related maintenance,
including rebuilding and restoring data from backups,
cloning hard drives, reinstalling of operating system, initial server setup,
reloading and configuring applications, or rebuilding RAID arrays, troubleshooting
and configuring application issues.
9. Restoration of Backed Up Data: We will back up your data only if you
have purchased data backup services, or make arrangement with
Sprintserve NET to configure a backup solution for your dedicated
server(s) locally, otherwise Customer is solely responsible for insuring
that its data is backed up in the event of an outage. There is no resolution
guarantee and no guarantee of backup integrity.