IHR's Service Level Agreement (SLA) for Website Hosting
IHR's goal is to achieve 100% Web site availability for all customers. The SLA serves to provide you confidence and assurance that we stand behind our Hosting/Promotion packages.
In the event that the IHR server falls below 99.9% Web site availability, you may contact IHR to request a credit per the terms and conditions of this SLA. Complete SLA terms and conditions follow.
1. Coverage; Definitions
This Web Site Availability Service Level Agreement (SLA) applies to you ("Customer") if you have ordered IHR Hosting/Promotion Package ("Services") and your account is current (i.e., not past due) with IHR. As used herein, the term "Web Site Availability" 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 through HTTP and HTTPS, as measured by IHR.
2. Service Level
Goal: IHR's goal is to achieve 100% Web Site Availability for all customers.
Remedy: Subject to Sections 3 and 4 below, if the Web Site Availability of customer's Web site is less than 100%, IHR 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:
|Web Site Availability||Credit Percentage|
|99.9 to 100%||0%|
|98% to 99.8%||10%|
|95% to 97.9%||25%|
|90% to 94.9%||50%|
|89.9% or below||100%|
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 IHR's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
- scheduled maintenance and emergency maintenance and upgrades;
- DNS issues outside the direct control of IHR;
- issues with FTP, POP, IMAP, or SMTP customer access;
- false SLA breaches reported as a result of outages or errors of any IHR measurement system;
- customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, or willful misconduct;
- e-mail or webmail delivery and transmission;
- DNS (Domain Name Server) Propagation;
- outages elsewhere on the Internet that hinder access to your account. IHR is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. IHR will guarantee only those areas considered under the control of IHR.
4. Credit Request and Payment Procedures
To request a credit for IHR Services, in connection with this SLA, the Customer must include the dates and times of the unavailability of Customer's Web site. The request must be received by IHR within ten (10) business days after the Customer's Web Site was not available. If the unavailability is confirmed by IHR, credits will be applied within two billing cycles after IHR's receipt of the customer's credit request. Credits are not refundable and can be used only towards future billing charges.
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/Promotion package fee paid by customer for such month for the affected Services.
Credits are customer's sole and exclusive remedy with respect to any failure or deficiency in the Web Site Availability of customer's Web site.