Service Level Agreement

The following Service Level Agreement, SLA, is made between Weberz Hosting and paid account users, hereinafter referred to as “Customer”, and is effective for the term of their active hosting account services. This agreement shall apply only if you currently hold an account with services from Weberz and your account is current (i.e. not past due) with Weberz. Users who have been provided with sponsored or free account services are not eligible for SLA credits.

General
Weberz provides the following uptime guarantee to our web hosting customers to demonstrate the confidence we have in our network and its reliability. The web site availability means the percentage of time during a particular calendar month, based on the number of 24 hour days in the given month, that the content of a customer’s web site is available for access by third parties via HTTP and/or HTTPS protocols. We guarantee that our internal network connectivity, server software programs, and hardware will be online and working at least 99.9% or better in any given calendar month. This means users should not experience a downtime of more then 43 minutes in any given month counted from the first day of every calendar month. This up time guarantee excludes any scheduled maintenance work that may force downtime upon the services while the maintenance work is done. Internal account credits will be made available to users requesting them in the event that the total downtime of a given month exceeds the allotted time allowed under this SLA.

The measurement of downtime will be performed by Weberz using server and network monitoring tools that are hosted outside of the Weberz Hosting network.

Service Level
Weberz aims to achieve 100% up time for all services offered to our customers every month. Except under the conditions listed below, see “Conditions”, if web site availability is less than 99.9%, Weberz will issue internal account credits to customers based on the table below.

Maintenance Procedures
Weberz will announce all scheduled maintenance windows at least 24 hours before the scheduled maintenance is to start. When possible, all maintenance windows will be scheduled during times that effect the least amount of users possible. Due to the global nature of Internet, these maintenance windows may effect users during business hours in a given time zone. To counter act this we may occasionally rotate time zones in which we perform maintenance windows as to not alienate particular groups of customers. All scheduled maintenance windows will be announced on our blog as soon as they are scheduled. Weberz reserves the right to perform any necessary emergency maintenance to our system to ensure the security of the network. These emergency maintenance windows can and will be counted towards service down times if services are effected.

Downtime Reports
All downtime will be announced to the users using downtime reports posted to the Weberz Hosting Blog. All downtime reports will include a complete description of the problem as well as the calculated total downtime caused by the issue. This “Calculated Downtime” will be the basis for calculating any necessary credits to customer accounts. Downtime reports will be posted to the Blog within 24 hours from the time the system was brought back online.

Conditions
This agreement shall cover any and all services under the direct control of Weberz Hosting. This includes, but is not limited to, internal network connectivity, server software programs, server hardware, switches, and routers. This agreement shall not cover any condition outside the control of or unpreventable by Weberz. These conditions include, without limitation, active of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption, or delay in telecommunications of third party services, virus attacks or hackers, failure of third parted software (including without limitation, commerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, customer’s Internet provider availability, or power used in or equipment needed for provision of this SLA; Failure of access circuits to the Weberz network or its upstream providers, unless such a failure is caused solely by Weberz or Weberz’s equipment; scheduled maintenance; DNS issues outside the direct control of Weberz; Customer’s acts or omissions (or acts or omissions of others engaged or authorized by the customer), including, without limitations, custom scripting or coding, any negligence, willful misconduct, or use of the services in breach of Weberz Terms of Service and Acceptable Use Policies; Email or web mail deivery and transmission; DNS propagation; Any other outages elsewhere on the internet that hinder access to your account.

Weberz is also not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. Weberz will guarantee only those areas considered under the control of Weberz Hosting.

Credits
Any and all available credits as a result of downtime will be credited only to the customer’s Weberz account. Any customer choosing to leave Weberz service as a result of downtime will forfeit all SLA credit’s due as they will no longer have a Weberz account. SLA credits will only be calculated and provided based on the monthly access charges for the plan which the user has subscribed. Overage fee’s and additional service fee’s will not been credited. Credits will be issued as follows:

To receive credit for a downtime, please send a request to support@weberz.com with the date/time of the downtime as well as the websites and services affected. Credits will only be issued on those downtimes which have a valid downtime report, see above, which has been posted to the Weberz Blog. Any Credit requests must be received within 14 days from the time that the applicable downtime report was posted by Weberz staff. All Weberz accounts are limited to no more than one credit per calendar month.

Last Updated: 11/08/2010