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Service Level Agreement

Service Level Agreement

AlphaElite LLP will provide a minimum 99% (based on 24-hour days for the number of days in the subject month) uninterrupted access to your website, email and other hosting-related services. Downtime begins when an interruption is detected by our monitoring system or when a support ticket is opened stating the failure to transmit and received data, whichever is earlier. In the event that the availability of a customer’s service(s) is less than 99%, we will issue a credit to the customer upon request on a case-by-case basis. This credit does not apply to customers currently in arrears for services, is non-refundable and can only be used to offset future service charges. “Partial credit for partial downtime” is our standard policy. Such credit will be equal to one day’s worth of the monthly fee paid by the customer multiplied by each hour of the cumulative duration of the downtime.

Customers shall not receive any credits under this SLA in connection with any failure or deficiency of service 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, denial-of-service attacks, hackers, viruses, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts), or inability to obtain raw materials or supplies used in or equipment needed for provision of this SLA.

2. Scheduled maintenance, emergency maintenance and upgrades.

3. DNS issues outside our direct control.

4. Issues with FTP, POP, IMAP, or SMTP customer access.

5. False SLA breaches reported as a result of outages or errors of our measurement system.

6. Customer's acts or omissions (or acts or omissions of others engaged or authorised by customer), including, without limitation, custom scripting or coding (e.g. CGI, Perl, HTML, ASP etc), any negligence, willful misconduct, or use of services in breach of our Terms Of Service and Acceptable Use Policy.

7. Email or webmail delivery and transmission.

8. Domain name server (DNS) propagation.

9. Outages elsewhere on the internet that hinder access to a customer’s services. We are not responsible for browser or DNS caching that may make a customer's services appear inaccessible when others can still access it. We will guarantee only those areas considered under our direct control.

10. Upstream problems outside of our network.

In order to receive a credit, customers must file a request in writing by submitting a support ticket at http://client.alphaelite.com.sg within 7 days of the outage. Each request must include the affected domain name(s) and the date and start and end times of the outage. Each validly requested credit will be applied to a customer’s invoice within 60 days after our receipt of such request.

Notwithstanding anything to the contrary herein, the total amount credited to a customer in a particular month under this SLA shall not exceed the total fees paid by the customer for such month for the affected services. Credits are customers’ sole and exclusive remedy with respect to any failure or deficiency in the availability of their services.

 

 

 

 

Last revised: 20 September, 2008