Service Level Agreement (SLA)

We are committed to providing a reliable, high-quality service to support our customers. Providing you with consistent access to your data is a high priority for us and is part of the reason we make commitments in the form of Service Level Agreements (SLAs) that provide certain rights and remedies regarding the availability and performance of our network.

Linux Hosting

1. Coverage and Definitions

This Service Level Agreement (SLA) applies to you ("Customer") if you have ordered Linux hosting services from NetLink IT Services (the "Services") and your account is current (not past due) with NetLink IT Services (hereinafter "we," "our," or "us"). As used herein, the term "Website 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 Website is available for access by third parties via HTTP and HTTPS, as measured by us, our partners or affiliates.

2. Service Level

We guarantees a monthly uptime of 99.8% for all customers with a shared Linux hosting account. If the service availability falls below this percentage in any given month, we will credit the Customer’s account with 10% of their net annual hosting charges. Credit refunds are subject to sections 3 and 4 below.

3. Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Website Availability caused by or associated with:

1. circumstances beyond our reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labour 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;
2. scheduled maintenance and emergency maintenance upgrades;
3. 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, PHP, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of our Terms of Service and Acceptable Use Policy;
4. outages elsewhere on the Internet that hinder access to your account. We are not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. We will guarantee only those areas considered under the control of us.

4. Credit Requests and Payment

To receive credit for a shared Linux hosting account, the Customer must make a request by sending an e-mail through our ticket system. 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 customer invoice) and the dates and times of the unavailability of the Customer’s Website and must be received by us within ten (10) business days after the Customer’s Website was not available. If the unavailability is confirmed by us, credits will be applied within two billing cycles after 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 or year under this SLA shall not exceed the total hosting fee paid by Customer for such month or year for the affected Services. Credits are exclusive of any applicable taxes charged to Customer or collected by us and are Customer’s sole and exclusive remedy with respect to any failure or deficiency in the Website Availability of Customer’s Website.