Service Level Agreement
This Service Level Agreement (SLA) covers the availability and uptime
of our Windows services
Coverage
This SLA applies to any m2-server Customer in good financial
standing with m2-server at the time of a service outage.
Specifications
m2-server endeavors to have the content of all your web sites (which
are being served by m2-server) available for HTTP access by any party
in the world 99.9% of the time. Service outage (unavailability) is defined
as 100% packet loss from m2-server to its backbone providers.
Compensation
In the event that the average availability of all your websites
(served by m2-server) falls below 99.9%, m2-server will credit the following
month's Service Fee as follows. Such credit shall be retroactive and
shall be as calculated below and as measured 24 hours a day in a calendar
month, with the maximum credit not to exceed hundred (100) percent of
the monthly Service Fee charge for the affected month.
Website Availability Credit Percentage
99.9% to 100% 0%
99.5% to 99.9% 5%
98% to 99.4% 10%
95% to 97.9% 25%
90% to 94.9% 50%
89.9% or below 100%
Server uptime is calculated on monthly basis. You can claim credit
under SLA once in a month. In order for you to receive a credit, you
must request such credit by 7th of the month following in which you
experienced the incident of web site unavailability. You must request
credit by sending an electronic mail message to billing@m2-server.com
(without spaces). The body of this message must contain the address
of the affected web site, the dates and times of its unavailability,
and your personal information as on m2-server records. Credits will
be granted within seven (7) days of your credit request if m2-server
confirms the unavailability. No credit will be given if m2-server cannot
confirm the unavailability of the website in question.
Credit to your account shall be your sole and exclusive remedy in the
event of an outage. All credits given by m2-server are non refundable
and may only be used to pay current or future service fees.
Restrictions
Credits shall not be provided to you in the event that you have any
outage resulting from:
1. Scheduled maintenance as posted from time to time at m2-server's website.
2. Your behavior, the non-performance or failure of your software or
applications.
3. Circumstances beyond m2-server's 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 or third party services, including DNS propagation,
domain name registration / transfer, failure of third party software
or hardware or inability to obtain raw materials, supplies, or power
used in or equipment needed for provision of your web site.
Billing Support: billing@m2-server.com
(Please always mention your user name when contacting us by e-mail)
