Service Level Agreement
Coverage and Terminology
This Service Level Agreement (SLA) applies to the customer, party or parties who hold a current account with any of the Web Hosting Services from JGK Computer Solutions and your account is current (ie. it has not been cancelled, closed, terminated by us or past due payment dates) with us.
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 and/or HTTPS, as measured by JGK Computer Solutions.
Technical Support
JGK Computer Solutions will provide you with technical support for setup of your account, access basic site set and other related issues at no additional charge. JGK Computer Solutions will not provide development-related support for web applications, scripts or components from third parties, scripts of installable applications from our application vault, or those developed by you.
You may submit an email to us 24 hours a day, seven days a week, 365 days a year, including public holidays.
Phone support is available Monday to Friday, excluding public holidays from 9:00 am to 9:00 pm.
Our standard response time to technical support requests is within one hour. The respons time depends on the complexity of the enquiry and current support request volumes.
Service Level
We aims to provide the highest web site availability for all customers.
Except under the conditions mentioned in the next section below, if the web site availability of customer's web site is less than 100%, JGK Computer Solutions will issue a credit to you according to the following table:
| |
Downtime in a 30 Day Month |
Credit Percentage |
| 99.9% to 100% |
0 to 43.2 minutes |
0% |
| 98% to 99.8% |
43.2 mins to 14 hrs 24 mins |
10% |
| 95% to 97.9% |
14 hrs 24 mins to 36 hrs |
25% |
| 90% to 94.9% |
36 hrs to 72 hrs |
50% |
| 89% or below |
more than 72 hrs |
100% |
The credit will be calculated based on the monthly service charge for the affected Services.
Maintenance Procedure
- JGK Computer Solutions will do its best to announce any scheduled maintenance at least 24 hours ahead of time to the customer.
- JGK Computer Solutions reserves the right to perform emergency maintenance without any prior notification, should it be deemed necessary to protect and maintain the security and integrity of the Service.
Conditions
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 JGK Computer Solutions Hosting'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
- Failure of access circuits to the JGK Computer Solutions's Network or it's upstream providers, unless such failure is caused solely by JGK Computer Solutions
- Scheduled maintenance and emergency maintenance and upgrades
- DNS issues outside the direct control of JGK Computer Solutions
- Issues with FTP, POP, IMAP, or SMTP customer access
- False SLA breaches reported as a result of outages or errors of any JGK Computer Solutions's 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, willful misconduct, or use of the Services in breach of JGK Computer Solutions's Terms of Service and Acceptable Use Policy
- E-mail or webmail delivery and transmission
- DNS (Domain Name Server) Propagation
- Outages elsewhere on the Internet that hinder access to your account. JGK Computer Solutions is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. JGK Computer Solutions will guarantee only those areas considered under the control of JGK Computer Solutions : JGK Computer Solutions server links to the Internet, and JGK Computer Solutions's servers
- Please note: Server downtime is not recorded and no credit is issued during scheduled or emergency system maintenance. Outages caused by the actions beyond JGK Computer Solutions's control including, but not limited to DoS attacks or other forms of intrusion are excluded from the uptime/downtime calculations
- To guarantee optimal performance of the hosting infrastructure, it is necessary for JGK Computer Solutions to perform routine maintenance on the servers. Such maintenance often requires taking JGK Computer Solutions web and email servers off-line, typically performed during off-peak hours. JGK Computer Solutions will give you advance notice of maintenance requiring the servers to be taken off-line whenever possible. JGK Computer Solutions reserves one hour of Service unavailability per month for maintenance purposes. Such unavailability is not included in the Service Availability calculation
Credit Request and Payment Procedures
To receive a refund, send an email or written refund request to the Billing Department. You must provide all dates and times of server or network unavailability.
REFUND REQUESTS MUST BE RECEIVED BY THE BILLING DEPARTMENT WITHIN THIRTY DAYS OF THE END OF THE MONTH FOR WHICH YOU ARE REQUESTING A CREDIT.
If the unavailability is confirmed by JGK Computer Solutions, credits will be applied within two billing cycles after JGK Computer Solutions'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 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 JGK Computer Solutions 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.
Note: Credits are not refundable and can be used only towards future billing charges