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Service Level Agreement 

Web Site Availability Service Level Agreement for Charter411.com Hosting Account Services

1. Coverage; Definitions

This Web Site Availability Service Level Agreement (SLA) applies to you ("customer") if you have ordered Charter411.com services (the "Services") from Cybercom International Corp. and your account is current (i.e., not past due) with Cybercom International. As used herein, the term "Web Site Availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer's Web site is available for access by third parties via HTTP and HTTPS, as measured by Cybercom International.

2. Service Level

a. Goal:

Cybercom International's goal is to achieve 100% Web Site Availability for all customers.

b. Remedy:

Subject to Sections 3 and 4 below, if the Web Site Availability of customer's Web site is less than 100%, Cybercom International will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the quarterly service charge for the affected Services:

Web Site Availability Credit Percentage
99.9 to 100% 0%
98% to 99.8% 10%
95% to 97.9% 25%
90% to 94.9% 50%
89.9% or below 100%

3. Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Web Site Availability caused by or associated with:

a. circumstances beyond Cybercom International's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;

b. failure of access circuits to the Cybercom International Network, unless such failure is caused solely by Cybercom International;

c. scheduled maintenance and emergency maintenance and upgrades;

d. DNS issues outside the direct control of Cybercom International;

e. issues with FTP, POP, IMAP, or SMTP customer access;

f. false SLA breaches reported as a result of outages or errors of any Cybercom International's measurement system;

g. customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of Cybercom International's Terms and Conditions and Acceptable Use Policy;

h. e-mail or webmail delivery and transmission;

i. DNS (Domain Name Server) Propagation.

j. outages elsewhere on the Internet that hinder access to your account. Cybercom International is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. Cybercom International will guarantee only those areas considered under the control of Cybercom International: Cybercom International server links to the Internet, Cybercom International's routers, and Cybercom International's servers.

4. Credit Request and Payment Procedures

In order to receive a credit, customer must make a request therefor by sending an email message to support@charter411.com. Each request in connection with this SLA must include customer's website name and the dates and times of the unavailability of customer's Web site and must be received by Cybercom International within ten (10) business days after customer's Web Site was not available. If the unavailability is confirmed by Cybercom International, credits will be applied within two billing cycles after Cybercom International's receipt of customer's credit request.

Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by Cybercom International and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Web Site Availability of customer's Web site.

 


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