This SLA applies to only clients who have ordered Virtual Private Servers, dedicated web servers, colocation services, off-sitebackup solutions, Virtual and dedicated server mirroring solutions. From BODHost (the "Company") and your account is current (i.e., not past due). As used herein, "Availability" refers to percentage of a month ( 24 hours a day for number of days in a month ) that client's services are available for internet access, as measured by the Company ( BODHost ).
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Service Level
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Goal:
The Company ( BODHost ) aims to achieve 100% Network and Power Availability for all clients.
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Remedy:
Subject to Sections 3 and 4 below, client service's availability is less than 100%, Company ( BODHost ) will credit accordance with the following Credit Percentage Structure based upon the monthly service charge for non-availability:
Credit Percentage Structure:
99.999 to 100% |
0.00% |
99.9 to 99.999% |
5.00% |
98% to 99.8% |
10.00% |
95% to 97.9% |
25.00% |
90% to 94.9% |
50.00% |
89.9% or below 100% |
100.00% |
Exceptions
Client shall not receive any credit under this Service Level Agreement in respect with any failure of Availability in the following scenario :
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Instances which are beyond Company's ( BODHost ) control which including, without limitation, Govt. body acts, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike, delay in transportation, delay of telecommunications or thrid-party services, DdoS attacks, hacks, virus infections, third party software failure (including, without limitation, ecommerce softwares, payment gateways, chat softwares, statistics or any other free or paid scripts) or supplies that are used in or equipment required for provision of this Service Level Agreement;
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Scheduled and emergency maintenance and upgrades;
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DNS related issues outside the control of the company ( BODHost );
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FTP, POP, IMAP or STMP Issues;
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False Service Level Agreement Reports
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Client's act of ommissions (or acts or omissions of others engaged or authorized by client), including without limitation, custom scripting or coding for e.g., CGI, Perl, HTML, ASP, etc, any negligence, willful misconduct, or use of Services in breach of Company's ( BODHost ) Terms and Services and Acceptable Use Policy;
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E-mail – webdelivery and transmission;
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Domain Name Server Propagation;
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Internet Outage on the internet not allowing access to your ( Client's ) account. BODHost is not responsible for DNS or browser Caching which is seen as inaccessible when other client's can access their accounts. BODHost will only guarantee availability within our control; BODHost servers links for internet access, routers, and company's servers;
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Server Hardware Failures ( Please view Hardware Replacement SLA )
Request for Credit for a breach of this service level agreement, client's must request by submitting a support ticket at http://support.bodhost.com/ or email us at billing@bodhost.com
The Request should incluce Client's domain name, registered email ID, the date & time(s) of breach of the service level agreement, and it should be submitted by an authorized contact on the billing account. Credit Request submitted takes about 10 Business days to approve from the financial and support department and once approved, it will be applied to the next billing cycle. Credit's are not refundable and cannot be encashed.
Notwithstanding anything to the contrary herein, amount credit to the client in a particular month under this service level agreement shall not exceed the amount paid by the client. Credit excludes all taxes charged to Client's and are Client's exclusive solution in respect with failure of Client services.