Apollo
Hosting Uptime Guarantee
Apollo Hosting are dedicated to serving our customers. With a host
of support methods to ensure that any questions you have a dealt with
fast. Apollo Hosting are proud members of the Better Business Bureau
Online with a zero complaints record.
Coverage Definitions
This Web Site Uptime Service Level Agreement (SLA) applies to you ("customer")
if you have ordered hosting account services from Apollo Hosting (the
"Services") and your account is current (i.e., not past due)
with Apollo Hosting: Shared Web Hosting Plans (Value, Business, and/or
Ecommerce Pro), 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 Apollo Hosting
systems/services.
Service Level
- Goal:
Apollo Hosting'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%, Apollo
Hosting 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):
- Downtime Amounts:
* 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 Apollo Hosting’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 Apollo Hosting Network, unless
the failure is caused solely by Apollo Hosting
- emergency maintenance, scheduled maintenance, and system upgrades
- domain name system (DNS) problems outside of the control of Apollo
Hosting
- 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 Apollo Hosting's Acceptable Use Policy;
- problems elsewhere on the internet that prohibit you from viewing
your account. Apollo Hosting 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 Apollo Hosting 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 billing@apollohosting.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 Apollo Hosting
within ten (10) business days after customer's Web Site was not available.
If the unavailability is confirmed by Apollo Hosting, credits will be
applied within two billing cycles after Apollo Hosting'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 Apollo Hosting 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.
|
aup