Web Hosting
1.1. Coverage and Definitions:
As used here, the term Service Unavailability refer to the total no. of hours of that month (as counted on 24 hour day for the number of days in the subjected month) that the content of client's web site is unavailable for access by third parties via HTTP and HTTPS, and malfunction of emails and CPanel.
1.2. Service Level:
This agreement sets out the minimum level of service that clients of Singapore Web Designer .com can expect reimbursements for our failure to meet specified level. Singapore Web Designer .com aims to surpass the objective levels with ease.
Singapore Web Designer .com will reimburse in the form of credits to clients in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected services:
| Service Unavailability: |
Credits: |
| Less than 4 hours |
None |
| Between 4 and 24 hours |
25% of monthly fee or 8 days of free web hosting |
| More than 24 hours |
50% of monthly fee or 15 days of free web hosting |
1.3. Exceptions:
Singapore Web Designer .com should not be held responsible for reimbursement in any way for the failure to meet any of the mentioned guaranteed service level where the failures are caused by any one or more of the below:
a. Faults caused by the client’s equipment, applications, interconnected equipment, networks, systems or gateways and / or the acts or omissions of the Customer, third party components whether within or outside Singapore Web Designer .com Network or the acts or omissions of local exchange carriers or failure of third party services;
b. Reconnection and/or disconnection of services which are caused by non-payment of billed charges which are to be made payable to Singapore Web Designer .com or where the services are terminated any criminal, illegal and harmful acts described in Terms of Use.
c. All aspects of maintenance needed, be it pre-planned or sudden configuration of our network or Singapore Web Designer .com’s equipments, listed below without any limitation to the following:
- Maintenance by local telco and /or telegraphic service provider
- Maintenance (hardware or software) made on a local Singapore Web Designer .com's node or on Singapore Web Designer .com’s equipment on the clients' premises / web site;
- Maintenance (software) made globally on Singapore Web Designer .com’s network.
d. Events arising from reasons beyond Singapore Web Designer .com’s control & events including; but of which is not limited to catastrophies, riot, none supply of power, fire, emergencies, curfews, industrial dispute, doing of any person for whom Singapore Web Designer .com is not responsible or any causes whether similar or otherwise outside Singapore Web Designer .com's control;
e. Maintenance time which are pre-scheduled and/or emergency maintenance and upgrades;
f. Outages elsewhere on the Internet that hinder access to your account or services. Singapore Web Designer .com is not responsible for DNS or browsers caching that can make your web site appear unavailable while others are still able to View it. Singapore Web Designer .com will guarantee only those areas considered under the control of Singapore Web Designer .com;
g. Client's actions or use of the Service in breach of Singapore Web Designer .com's Terms of Us.
1.4. Reimbursement and Credit Request Procedures:
To receive a reimbursement in the form of credit, clients must make a request by sending an email message to contact@edlinkservices.com. Each request with reference to this S.L.A needs to include client's account number (per Singapore Web Designer .com's order confirmation) and the dates and times and description of the unavailability of the service and must be received by Singapore Web Designer .com within thirty (30) days. If the unavailability is confirmed by Singapore Web Designer .com, credits will be applied within sixty (60) days after Singapore Web Designer .com's receipt of client's credit request. In the event that Singapore Web Designer .com disputes the client's claim, reimbursement of any kind shall not be provided until the matter is resolved.
Notwithstanding anything to the contrary herein, the total amount credited to client in a particular month under this Service Level Agreement will not go beyod the total hosting fee paid by client for month of the affected service. The credit program is the one and onlysolution for any non-performance in the service.
1.5. General Terms:
The parties agree that only measurements carried out by Singapore Web Designer .com’s shall be used for the calculation of unavailable time and Singapore Web Designer .com’s records shall be conclusive evidence thereof. The service credits provided are the client's only solution in respect to any breach of this S.L.A. and nothing else beyond that.
