SERVICE LEVEL AGREEMENT
The Service Level Agreement (SLA) is incorporated into the Master Service Agreement and applicable to all services delivered directly to Customers of Unbeathosting (Mix Solution). The SLA is not applicable to unrelated third parties or third parties lacking privity of contract with Unbeathosting. The uptime guarantees and the resulting SLA credits are applied in monthly terms unless specified otherwise. All SLA guarantees and information listed below are made in good faith and are subject to standard contract remedies.
SLA Credit Claim: To properly claim an SLA credit due, a master administrative user must open an SLA ticket located inside the customer support/billing system at http://my.unbeathosting.com within seven days of the purported outage. Customer must include service type, contact information, and full description of the service interruption including logs if applicable. The SLA claim will be researched by the appropriate department manager and any credit issued will be issued to accounting and the ticket will be updated. SLA credits are issued as service credits on future billing cycles. SLA credits shall not be bartered or traded with other Unbeathosting customers. Please allow up to fourteen (14) days for the process of SLA claims.
SLA Claim Fault: Customers currently in arrears for monthly services do not qualify for SLA claims. Customers making false or repetitive claims will incur a one time charge of $50 per incident for such claims. False or repetitive claims are also a violation of the Terms of Service and may be subject to service suspension. Customers participating in malicious or aggressive internet activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.
Public Network: Unbeathosting guarantees 99.9% uptime on all public network services to Customers hosted on our servers. Specific guarantees with SLA information are listed in the table below.
Public Network and Infrastructure SLA listed below:
| Uptime Guarantee |
SLA Credit |
| 99.9% |
Guaranteed |
| 99.8% |
10% |
| 99.7% |
20% |
| 99.6% |
30% |
| 99.5% |
40% |
| 99.4% |
50% |
| 99.3% |
60% |
| 99.2% |
70% |
| 99.1% |
80% |
| 99.0% |
90% |
| Less than 99.0% |
100% |
Hardware: Unbeathosting guarantees the replacement of failed hardware and hardware components located within our datacenters. Unbeathosting guarantees a failed hardware component will be replaced within four hours of customer notification in the trouble ticketing system. Replacement of failed hardware does not include time required to reload the operating system or applications. Specific guarantees with SLA information is listed below.
| Replacement Guarantee |
SLA Credit |
| 4 hours or less |
Guaranteed |
| 4.1 to 8 hours |
20% |
| 8.1 to 12 hours |
40% |
| 12.1 to 16 hours |
60% |
| 16.1 to 20 hours |
80% |
| 20.1 hours + |
100% |
Hardware Upgrades: Unbeathosting guarantees hardware upgrades will commence and complete within two hours of scheduled hardware upgrade maintenance windows. Hardware upgrades must be scheduled and confirmed in advance through the online ticketing system. Failure to install the hardware within the two hour time will result in a waiver of any one time installation fees. Extended hardware installation times from initial upgrade commencement shall result in SLA credits as listed below.
| Replacement Guarantee |
SLA Credit |
| 2 hours or less |
Guaranteed |
| 2.1 to 4 hours |
10% + Setup Waiver |
| 4.1 to 8 hours |
20% + Setup Waiver |
| 8.1 to 12 hours |
40% + Setup Waiver |
| 12.1 to 16 hours |
60% + Setup Waiver |
| 16.1 to 20 hours |
80% + Setup Waiver |
| 20.1 hours + |
100% + Setup Waiver |
|
