Dedicated Server and VPS Service Level Agreement

Definitions

This Service Level Agreement (SLA) applies to you ("customer") if you have ordered any of the following hosting account services from ZebraHost.net (the "Services") and your account is current (i.e., not past due) with ZebraHost.net:

Virtual Private Server Hosting or Dedicated Server Hosting (Linux and/or Windows plans).

  

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 server is available for access by third parties via one of SSH, ICMP, HTTP or HTTPS as measured by ZebraHost.net unless a local firewall on the customer VPS server prevents such monitoring.

  

Service Level

1. Goal:

  

ZebraHost.net's goal is to achieve 100% Server/Network Availability for all Dedicated Server and VPS customers.

2. Remedy:

  

Subject to Sections 3 and 4 below, if the VPS Server Availability of customer's Server is less than 100%, ZebraHost.net 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 and Credit Percentage

99.9 to 100% 0%

97% to 99.8% 5%

94% to 96.9% 10%

90% to 93.9% 25%

87% to 89.9%  50%

84% to 86.9%  75%

83.9% and below 100%

  

Exceptions

  

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

  1. Circumstances beyond ZebraHost.net'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;
  2. Failure of upstream access circuits to the ZebraHost.net Network, unless such failure is caused solely by ZebraHost.net;

  3. Scheduled maintenance and emergency maintenance and upgrades;

  4. DNS issues outside the direct control of ZebraHost.net;

  5. Issues with FTP, POP, IMAP, or SMTP customer access;

  6. False SLA breaches reported as a result of outages or errors of any ZebraHost.net measurement system;

  7. 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 ZebraHost.net's Terms and Conditions and Acceptable Use Policy;

  8. Email or webmail delivery and transmission;

  9. DNS (Domain Name Server) Propagation.

  10. Outages elsewhere on the Internet that hinder access to your account. ZebraHost.net is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. ZebraHost.net will guarantee only those areas considered under the control of ZebraHost.net: ZebraHost.net server links to the Internet, ZebraHost.net's routers, and ZebraHost.net's servers.

  

Credit Request and Payment Procedures

  

In order to receive a credit, customer must make a request therefor by contacting us via our contact email address. Each request in connection with this SLA must include customer's account number (per ZebraHost.net's invoice) and the dates and times of the unavailability of customer's VPS Server and must be received by ZebraHost.net within ten (10) business days after customer's VPS Server was not available. If the unavailability is confirmed by ZebraHost.net, credits will be applied within two billing cycles after ZebraHost.net's receipt of 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 ZebraHost.net and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Server Availability of customer's Server

  
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