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TruTecHosting.com
are dedicated to serving our customers. With a host of support methods
to ensure that any questions you have a dealt with fast.
Coverage
Definitions
This Web Site Uptime Service Level Agreement (SLA) applies to you
("customer") if you have ordered hosting account services from
TruTecHosting.com (the "Services") and your account is current (i.e.,
not past due) with TruTecHosting.com : Shared Web Hosting Plans (Value,
Business, and/or Ecommerce Pro), Virtual Private Server plans (Lite,
Standard, Advanced, and Premium), and Dedicated Server Plans (Bronze,
Silver, and Gold). The term "Web Site Uptime" 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 TruTecHosting.com systems/services.
Service
Level
- Goal:
TruTecHosting.com 's goal is to achieve 100% Web Site Availability and
Uptime for all our customers.
- Remedy:
If the Web Site Uptime of customer's Web site is less than 100%,
TruTecHosting.com will issue a credit to customer in accordance with
the following schedule, with the credit being calculated on the basis
of the monthly service charge for the affected Services (per section 3
and 4 below):
| Web
Site Uptime |
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% |
- Downtime
Amounts:
| Web Site
Downtime in Minutes |
Credit
Percentage |
| less than 42.2 mins |
0% |
| 42.3 - 864 mins |
10% |
| 865 - 2160 mins |
25% |
| 2161 - 4320 mins |
50% |
| greater than 4320 mins (72
hrs) |
100% |
* Assumed a 30
day month, 43200 minutes in a month, 1440 minutes in a day
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:
- Circumstances
beyond TruTecHosting.com ?s control including, war, strike or other
labor disturbance, unavailability/interruption/delay in
telecommunications, virus attacks and/or hackers, third party software
failure (free scripts, ecommerce software, Merchant Gateways), fire,
flood, tornado, earthquakes, acts by any governing body, embargo,
boycott, or inability to obtain supplies, raw materials, or power used
in or equipment needed for provision of this Service Level Agreement
- failure
of access circuits to the TruTecHosting.com Network, unless the failure
is caused solely by TruTecHosting.com
- emergency
maintenance, scheduled maintenance, and system upgrades
- domain
name system (DNS) problems outside of the control of TruTecHosting.com
- issues
with FTP, POP, IMAP, or SMTP customer access
- customer's
acts or omissions (or acts or omissions of others engaged or authorized
by customer), including, without limitation, custom scripting or coding
(ie., PHP, Python, CGI, Perl, HTML, ASP, etc...), any negligence,
willful misconduct, or use of the Services in breach of
TruTecHosting.com 's Acceptable Use Policy;
- problems
elsewhere on the internet that prohibit you from viewing your account.
TruTecHosting.com is not responsible for browser, DNS, or other caching
that might make it appear your site is unavailable even though others
can still access your information. This guarantee covers areas
TruTecHosting.com controls such as our servers, routers, and switches.
Credit
Request and Payment Procedures
In order to receive a credit, customer must make a request by sending
an email message to admin@trutechosting.com
. Each request in connection with this SLA must include customer's
account number (domain name) and the dates and times of the
unavailability of customer's Web site. The request must be
received by TruTecHosting.com within ten (10) business days after
customer's Web Site was not available. If the unavailability is
confirmed by TruTecHosting.com , credits will be applied within two
billing cycles after TruTecHosting.com '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 TruTecHosting.com 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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