Service Level Agreement
Table of Contents
1. Coverage / Definitions
This Web Site Availability Service Level Agreement (SLA) applies to you ("customer") if you have ordered any of the following hosting services from Varial Technologies, Inc. (the "Services") and your account is current (i.e.: not past due) with Varial Hosting: Web Hosting and Reseller Hosting. 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 via HTTP as measured by Varial Hosting.
2. Service Level
Varial Hosting's goal is to achieve 100% Web Site Availability for all customers.
Subject to Sections 3 and 4 below, if the Web Site Availability of customer's Web Site is less than 100%, Varial 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:
|Web Site Availability||Credit Precentage|
|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:
4. Credit Request and Payment Procedures
In order to receive a credit, the customer must make a request for credit by e-mail to firstname.lastname@example.org. The e-mail message MUST include the domain name of the customer's account in the "Subject" line. Each request in connection with this SLA must include the customer's account number (per Varial Hosting's invoice) and the dates and times of the unavailability of customer's Web Site and must be received by Varial Hosting within ten (10) business days after the customer's Web Site was not available. If the unavailability is confirmed by Varial Hosting, credits will be applied within two billing cycles after Varial Hosting's receipt of the 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 Varial 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.