I-Webz.com Master Service Level Agreement
Service Credits:
Service credits are available for services contracted
for, but not delivered according to the service level
agreement. Service credits are not available to
customers more than 30 days in arrears on their billing
cycle. Valid approved service credits will appear as a
credit for services on the next billable invoice.
Service credits shall not result in monies paid by
I-Webz.com directly to the customer. All service credit
requests must be in writing and emailed directly to within 10 days from the date of the service level
failure. Failure to request a service credit within 10
days of the service failure will result in an automatic
waiver of any rights under the Master Service Level
Agreement. Normal scheduled maintenance and upgrades
are not covered in the uptime guarantee.
99.9% Network Guarantee: I-Webz.com offers a
99.9% uptime guarantee on all network related services
(i.e. bandwidth, routers, switches, and cabling,). The
99.9% uptime guarantee is applicable to all network
services delivered to customers via a single independent
network drop. Customer generated outages created by
failed equipment, exploited servers, misconfigurations
or traffic in excess of the maximum allowed by contract
are not subject to the SLA. Service credits are based
directly on all equipment and/or services affected by a
network outage. Services or hardware not related to the
network outage will not qualify for a service credit.
Performance: I-Webz.com guarantees a maximum
average 40ms (milliseconds) network route from the input
connection in the customer cabinet through the internal
network and out to the first BGP peer calculated over a
24 hour period.
Availability: I-Webz.com guarantees 99.9% uptime
on all redundant internet connectivity. Connectivity is
measured as traffic routing into and out of customer
equipment through the internal network out to Internet
carriers. I-Webz.com does not guarantee third party
carrier latency or peering problems not utilized by
I-Webz.com.
Compensation: If network latency is greater than
40ms for more than 24 hours, the following network
service credits apply.
|
>40milliseconds |
Service Credit Per Month |
|
Less than 24 hours |
Guaranteed |
|
24 to 36 hours |
10% |
|
36 to 48 hours |
20% |
|
48 to 60 hours |
40% |
|
60 to 72 hours |
75% |
|
72 to 96 hours |
100% |
In addition, any
interruption of network service causing complete failure in
routing potentially qualifies for a service credit as
described below.
|
Uptime |
Service Credit Per Month |
|
99.90% |
Guaranteed |
|
99.80% |
10% |
|
99.50% |
20% |
|
99.30% |
40% |
|
99.00% |
75% |
|
98.00% |
100% |
Power Guarantee: I-Webz.com guarantees a 100% uptime
on all power located in the datacenter area for customer
use. Power is defined as TXU supplied power and alternate
power via UPS battery backup power and generator supplied
power. The 100% uptime does not cover customer generated
outages due to excessive amperage on individual customer
circuits or excessive amperage on a local power strips
inside customer cabinets. A and B power drops are
available.
Compensation: Failure to supply power in the amount
contracted for on a continuous non-interrupted basis will
result in a service credit as described below. Service
credit amounts will be based upon outages on equipment or
services directly affected by the power outage. Service
credits are not available for equipment and/or services not
affected by power outages.
|
Uptime |
Service Credit Per Month |
|
100.00% |
Guaranteed |
|
99.90% |
10% |
|
99.80% |
20% |
|
99.50% |
40% |
|
99.30% |
75% |
|
99.00% |
100% |
Hardware Guarantee: I-Webz.com guarantees all leased
hardware components and will replace any failed component at
no cost to the customer. Hardware replacement will begin
immediately upon identification of the hardware failure and
is guaranteed to be complete within 2 hours of problem
identification. Hardware is defined as the routers,
switches, disk arrays, tape backup systems, processors, RAM,
hard disks, motherboards, NIC cards, power supplies, raid
controllers, and any other hardware leased through
I-Webz.com.
Compensation: I-Webz.com guarantees all hardware and a
service credit will be issued for all outages that occur and
result in downtime in excess of 2 hours. Downtime does not
include time required to rebuild raid systems, load
operating systems, applications, etc. Downtime is measured
from the time a hardware problem is logged in our tech
support database until the hardware, or a reasonable
substitute, has been replaced.
|
Hardware Downtime |
Service Credit Per Month |
|
2 hours |
Guaranteed |
|
4 hours |
10% |
|
8 hours |
20% |
|
16 hours |
40% |
|
24 hours |
75% |
|
48 hours |
100% |
Scheduled Maintenance: The scheduled maintenance and
upgrade window for all customers are limited to Sunday(s)
only and will be performed from 2:00am to 4:00am central
standard time. Notification from I-Webz.com administrative
staff will occur at least 5 days prior to work performed.
Notification failure of normal (non-emergency) maintenance
by I-Webz.com staff will result in an application of the
uptime guarantee.
I-Webz.com shall not be liable for failure or delay in
performing its obligations hereunder if such failure or
delay is due to external circumstances beyond its reasonable
control, including, without limitation, acts of any
governmental body, war, insurrection, sabotage, embargo,
fire, flood, strike or other labor disturbance, interruption
of or delay in transportation, unavailability of
interruption or delay in telecommunications, failure of
third party software or inability to obtain raw materials,
supplies, or power used in or equipment needed for provision
of the Services. I-Webz.com agrees to exercise reasonable
care to prevent such occurrences; however, under no
circumstances will I-Webz.com be held liable for any
financial or other damages due to such interruptions. In no
event shall I-Webz.com be liable to Customer or any other
person for any special, incidental, consequential or
punitive damages of any kind, including, without limitation,
refunds of fees, loss of profits, cost of cover, loss of
income or cost of replacement services.
