This Service Level Agreement (SLA) applies to you (“customer”) if you have ordered any of the dedicated servers, colocation, Shared Hosting, E-Commerce Shared Hosting services from Havenswift Hosting (the “Services”) and your account is current (i.e., not past due) with Havenswift Hosting. As used herein, the term “Server 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 or Operating System (OS) is available for access by third parties via HTTP, HTTPS, Remote Desktop, Terminal Services and SSH, as measured by Havenswift Hosting.
Havenswift Hosting’s goal is to achieve 100% Server and Network Availability for all customers.
Subject to below, if the Server Availability of customer’s Server is less than 100%, Havenswift 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:
Server Availability Credit Percentage:
99.50 to 100.00% 0%
99.49% to 98.00% 10%
97.99% to 97.00% 25%
Less than 96.99% 50%
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Server Availability caused by or associated with:
In order to receive a credit, customer must make a request by submitting a ticket to our accounts department via our website https://www.havenswift-hosting.co.uk Each request in connection with this SLA must include customer’s account number (per Havenswift Hosting’s invoice) and the dates and times of the unavailability of customer’s server and must be received by Havenswift Hosting within seven (7) business days after customer’s server was not available. If the unavailability is confirmed by Havenswift Hosting, credits will be applied on the next billing cycle after Havenswift Hosting’s receipt of 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 fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by Havenswift Hosting and are customer’s sole and exclusive remedy with respect to any failure or deficiency in the Server Availability of customer’s server.
Credits are not refundable and can be used only towards future billing charges.