Service
Level Agreement (SLA)
1. Coverage and Definitions:
This Service Level Agreement (SLA) applies
to you ("client") if you have ordered any of
the web hosting services
from 1st Singapore Web Hosting .com (the
"Services") and your account is current (i.e.,
not past due) with 1st Singapore Web Hosting
.com. As used herein, the term "Service Unavailability"
means the total number of hours of a particular month
(based on 24-hour days for the number of days in the subject
month) that the content of client's web site is unavailable
for access by third parties via HTTP and HTTPS, and malfunction
of emails and CPanel.
2. Service Level:
This agreement sets out the minimum level
of service that clients of 1st Singapore Web
Hosting .com can expect and levels of reimbursement
for failure to meet such levels. 1st Singapore
Web Hosting .com aims to easily surpass these minimum
objectives.
Subject to Sections 3 and 4 below, 1st Singapore
Web Hosting .com will reimburse in the form of credits
to clients in accordance with the following schedule,
with the credit being calculated on the basis of the monthly
service charge for the affected services:
| Service Unavailability: |
Credits: |
| Less than 4 hours |
None |
| Between 4 and 24 hours |
25% of monthly fee or 8 days of free web hosting
|
| More than 24 hours |
50% of monthly fee or 15 days of free web hosting |
3. Exceptions:
1st Singapore Web Hosting .com
shall not be liable to reimburse in any form for failure
to meet any of the guaranteed service level where such
failure arises from any one or more of the following:
a. Faults caused by the client’s equipment,
applications, interconnected equipment, networks, systems
or gateways and / or the acts or omissions of the Customer,
third party components whether within or outside 1st Singapore
Web Hosting .com Network or the acts or omissions
of local exchange carriers or failure of third party services;
b. Disconnection and / or reconnection of
the services due to non-payment of any charges payable
to 1st Singapore Web Hosting .com or where
the services are disconnected by reason of it being used
for any illegal, unlawful or other objectionable purpose
described in Terms of Use or
Acceptable Usage Policy;
c. Scheduled or routine maintenance or reconfiguration
of the Network or 1st Singapore Web Hosting
.com’s equipment, including without limitations the
following:
- Maintenance by local public telecommunications
and telegraph service provider on access circuits between
1st Singapore Web Hosting .com and the clients'
web sites;
- Maintenance (hardware or software) made on a local 1st Singapore
Web Hosting .com's node or on 1st Singapore
Web Hosting .com’s equipment on the clients' premises
/ web site;
- Maintenance (software) made globally on 1st Singapore
Web Hosting .com’s network.
d. Faults arising from reasons beyond 1st
Singapore Web Hosting .com’s reasonable control and
force major events including but not limited to catastrophic
incidents, riots, vandalism, lightning, power failure,
fire, flood, earthquake, emergency, curfew, industrial
disputes, acts or omission of any person for whom 1st
Singapore Web Hosting .com is not responsible or any
causes whether similar or otherwise outside 1st
Singapore Web Hosting .com's control;
e. Scheduled maintenance and emergency maintenance
and upgrades;
d. DNS (Domain Name Server) issues outside
the direct control of 1st Singapore Web
Hosting .com;
f. DNS Propagation;
g. Outages elsewhere on the Internet that
hinder access to your account or services. 1st
Singapore Web Hosting .com is not responsible for
browser or DNS caching that may make your web site appear
inaccessible when others can still access it. 1st
Singapore Web Hosting .com will guarantee only those
areas considered under the control of 1st
Singapore Web Hosting .com;
h. Client'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, PHP, etc., any negligence, willful
misconduct, or use of the Service in breach of 1st
Singapore Web Hosting .com's Terms
of Use and Acceptable Usage
Policy.
4. Reimbursement and Credit Request Procedures:
To receive a reimbursement in the form of
credit, clients must make a request by sending an email
message to support@1stsingaporewebhosting.com.
Each request in connection with this SLA must include
client's account number (per 1st Singapore
Web Hosting .com's order confirmation) and the dates
and times and description of the unavailability of the
service and must be received by 1st Singapore
Web Hosting .com within thirty (30) days. If the unavailability
is confirmed by 1st Singapore Web Hosting
.com, credits will be applied within sixty (60) days
after 1st Singapore Web Hosting .com's
receipt of client's credit request. In the event that
1st Singapore Web Hosting .com disputes
the client's claim, the client shall not be entitled to
the reimbursement specified, until and unless the dispute
has been resolved.
Notwithstanding anything to the contrary
herein, the total amount credited to client in a particular
month under this SLA shall not exceed the total hosting
fee paid by client for such month for the affected service.
Credits are client's sole and exclusive remedy with respect
to any failure or deficiency in the service.
5. General Terms:
The parties agree that only measurements
carried out by 1st Singapore Web Hosting
.com’s shall be used for the calculation of unavailable
time and 1st Singapore Web Hosting .com’s
records shall be conclusive evidence thereof. The client’s
sole remedy in relation to a breach of this SLA shall
be limited to the service credits provided accordingly
in this SLA.
The stated SLA shall not apply during any
trial or free period of the services, and this SLA does
not come into effect until after the end of the first
month of the applicable services has been provided.
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