Network SLA

Activeservers IP Network 99.9% guarantee:
This gurantee applies to both Dedicated Server Hosting, and Shared Virtual Hosting IP network Uptime SLA.
This gurantee applies to both Dedicated Server Hosting, and Shared Virtual Hosting IP network Uptime SLA
 
Dedicated Server Customers: Activeservers will credit Customer's account if Activeservers fails to meet this Server Uptime Guarantee during any given calendar month. "Server Unavailability" consists of the number of minutes in excess of 45 minutes in a given month that the Dedicated Server was not available to the customer. But will not include unavailability which Customer fails to report to Activeservers within five days, or any unavailability resulting from any of the below.
 
(A) Scheduled Network Maintenance
(B) Customer's applications
(C) Acts or omissions of Customer
(D) Any use or user of the service authorized by Customer
(E) Hardware failure
(F) Reasons of Force Majeure
 
For each cumulative hour (60 minutes) of Server Unavailability in excess of 45 minutes any calendar month, Customer's account shall be credited for the pro-rated charges for one day of the Customer’s Recurring Monthly Fee, up to but not exceeding the monthly hosting fee. This does not include additional charges such as bandwidth overages.
 
Limitations of Guarantee:
The total credit granted to customer by any aspect of this Service Level Guarantee during any calendar month will not exceed the monthly fee for the same calendar month.
 
All guarantees will not apply if downtime or unavailability occurs during standard maintenance windows or when Customer is notified at least 24-hours in advance of maintenance activities or unavailability of service guarantees. This 24 hour advance notice does on apply to virtual shared hosting accounts but only dedicated servers.
 
Credits or remedy will be provided only upon request of the customer. Requests for credit due to server unavailability must be received within 5-days of the failure. This e-mail must contain documentation supporting the claim of an SLA violation such as PING and/or traceroute output taken at the time of the occurrence which demonstrates the problem(s) being reported. This can be best done by a external resource such as just-ping this resource can rapidly determine the cause is not client side.
 
No guarantee or remedy will be provided at any time for failures determined attributable to reasons of Force Majeure.
 
This SLA is subject to change at the sole discretion of ActiveServers, Inc., without notice to Customer. All changes made to the SLA will be effective three (3) days after the publishing date listed on the web site version history retained in our database anytime an edit occurs.
 
This SLA in no way construes ActiveServers, Inc. will guarantee performance against failures of application specific issues, such as web server software, operating system software, failing hardware, web site application features, database performance or related components. It will be at ActiveServers sole discretion to determine fault and identify failure to perform under the obligations of this SLA.
 
 
Shared Virtual Hosting Customers:
Our Virtual Hosting Services are backed by specific service level guarantees. If these guarantees are not met, the credit set forth below will be issued if requested by the customer and verified by ActiveServers, following the procedures outlined below. The total of all credits provided under the SLA are limited to the monthly recurring charges for the affected Hosting Services for the affected month of service.
 
Since it is impossible to contact every virtual hosting account 24 hours prior to any network maintenance we will not cover a virtual hosting account against scheduled maintenance.
 
If the 99.9 % Network Availability guarantee is not met in a calendar month, the customer may request a credit of 1/30th of the monthly recurring charge (MRC) for that month for each full hour of outage in excess of the .01% guaranteed under this SLA. Limits on the credit and the reporting procedures are detailed below.
 
For each cumulative hour (60 minutes) of Network or Server Unavailability in excess of 45 minutes any calendar month, Customer's account shall be credited for the pro-rated charges for one day of the Customer’s Recurring Monthly Fee, up to but not exceeding the monthly hosting fee. This does not include additional charges such as bandwidth overages.
 
Credits or remedy will be provided only upon request of the customer. Requests for credit due to network unavailability must be received within 5-days of the failure. This e-mail must contain documentation supporting the claim of an SLA violation such as PING and/or traceroute output taken at the time of the occurrence which demonstrates the problem(s) being reported. This can be best done by an external resource such as just-ping this resource can rapidly determine the cause is not client side.
 
This SLA in no way construes ActiveServers, Inc. will guarantee performance against failures of application specific issues, such as web server software, operating system software, failing hardware, web site application features, database performance or related components. It will be at ActiveServers sole discretion to determine fault and identify failure to perform under the obligations of this SLA.