Arthurwales Solutions Limited

Service Level Agreement

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Arthurwales Solutions Limited is proud to offer an exceptional level of performance, reliability, and service. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA), which provides certain rights and remedies regarding the performance of the Arthurwales Solutions Limited network. The Arthurwales Solutions Limited Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of Arthurwales Solutions Limited’s Web Hosting, Dedicated Server and Virtual Private Server services.

UPTIME GUARANTEE:

Arthurwales Solutions Limited strives to maintain a 99.999% network and service uptime level, and guarantees at least 99.9%. This uptime percentage is a monthly figure and is calculated solely by Arthurwales Solutions Limited monitoring systems or Arthurwales Solutions Limited authorized/contracted outside monitoring services. If Arthurwales Solutions Limited fails to meet it’s 99.9% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case by case basis. Arthurwales Solutions Limited does not credit a full month’s service for minor downtime. This would not be financially healthy for Arthurwales Solutions Limited, and in turn, would only negatively affect the service level Arthurwales Solutions Limited provides to you. “Partial refunds for partial downtime” is our standard policy. In extreme circumstances, Arthurwales Solutions Limited may distribute full month credits, but this is dealt with on a case by case basis. Details on how credit amounts are calculated can be found below.

EXCEPTIONS:

  • Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the Arthurwales Solutions Limited network caused by or associated with:
  • Circumstances beyond reasonable control, including, without limitation, acts of any a governmental body, war, insurrection, sabotage, embargo, “Acts of God” (ie…fire, flood, earthquake, tornado, etc…), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third-party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level Agreement.
  • Backbone peering point issues.
  • Scheduled maintenance for hardware/software/network upgrades.
  • Hardware failure (faulty hardware is rare, but cannot be predicted nor avoided). Arthurwales Solutions Limited utilizes only name brand hardware of the highest quality and performance.
  • Software bugs/flaws (Exploits and bugs may develop that cause security issues or downtime)
  • DNS issues not within the direct control of Arthurwales Solutions Limited
  • Network floods, hacks, attacks from outside parties or individuals.
  • Failure or error of any Arthurwales Solutions Limited monitoring or measurement system.
  • Acts or omissions by Client, including without limitation, any negligence, willful misconduct, or use of Arthurwales Solutions Limited service(s) in breach of Arthurwales Solutions Limited Policy and Service Guidelines (AUP), by Client or others, authorized by Client.

CONNECTIVITY:

Any damaging or abusive activity, whether unlawful or considered to be detrimental to the operations of Arthurwales Solutions Limited resources, is a violation of this policy. Any attempt to harm equipment owned by Arthurwales Solutions Limited, or hosted in its facilities, is strictly prohibited. Violations will result in legal action, to the fullest allowable extent.

ILLEGAL USAGE RESTRICTIONS:

Arthurwales Solutions Limited’s goal is to make our network available to Clients, free of outages, as best possible. An outage is defined as an instance in which Client is unable to transmit and receive IP packets due to a Arthurwales Solutions Limited service failure for more than 15 consecutive minutes, excluding service failures relating to Arthurwales Solutions Limited’s scheduled maintenance and upgrades. The Arthurwales Solutions Limited network does not include client premises equipment or any Telco access facilities connecting premises of Client to such infrastructure. Arthurwales Solutions Limited’s goal is to keep Average Packet Loss on the Arthurwales Solutions Limited network to 1% or less. Arthurwales Solutions Limited defines Average Packet Loss, with respect to a given month, as the average percentage of IP packets transmitted on the Arthurwales Solutions Limited network during such month that are not successfully delivered, as measured by Arthurwales Solutions Limited.

MEASUREMENT:

Arthurwales Solutions Limited will periodically (on average every 5 minutes) monitor Arthurwales Solutions Limited’s network and server availability using software and hardware components capable of measuring application traffic and responses. Client acknowledges that such measurements may not measure the exact the path traversed by Internet connection of Client and that such measurements constitute measurements across the Arthurwales Solutions Limited network but not other networks to which Client may connect. Arthurwales Solutions Limited reserves the right to periodically change the measurement points and methodologies it uses without notice to Client. Full network and server reporting will be posted to a location designated by Arthurwales Solutions Limited and made available to Client.

HARDWARE FAILURE:

Arthurwales Solutions Limited stands behind all equipment on our network. Faulty hardware is rare, but cannot be predicted nor avoided. Arthurwales Solutions Limited utilizes only name brand hardware of the highest quality and performance. Arthurwales Solutions Limited will replace all faulty hardware affecting performance levels of equipment within 24 hours, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within two hours of problem identification. Router failure is an exception to this SLA guarantee and may require on-site Cisco™/Juniper™ engineers or backbone provider emergency personnel to correct the problem. Router failure is governed by current Arthurwales Solutions Limited contracts with Cisco™/Juniper™ and backbone providers in regard to the emergency repair service in case of such an issue. Arthurwales Solutions Limited will replace all faulty hardware on dedicated servers (rented or leased servers), at no charge to the Client, with an unlimited free replacement policy. This includes parts ordered as upgrades. Arthurwales Solutions Limited will replace all faulty hardware on all non-purchased dedicated and wireless access customer premise equipment, at no charge to the Client, unless equipment has been tampered with, or damage is caused by direct neglect/action(s) of Client.

CREDITS :

Credit requests must be made on the Arthurwales Solutions Limited web site, by submitting a ticket to our billing department titled “Service Level Agreement (SLA) Request”. Each request in connection with network/server outages/downtime must be received by Arthurwales Solutions Limited within 2 days of the occurrence. The total amount credited to a Client for Arthurwales Solutions Limited not meeting SLA service levels will not exceed the service fees paid by Client Arthurwales Solutions Limited for such services for the period in question. Each validly requested credit will be applied to a Client invoice within 30 days after Arthurwales Solutions Limited’s receipt of such request. Credits are exclusive of any applicable taxes charged to Client or collected by Arthurwales Solutions Limited. Upon request of Client (in accordance with the procedure set forth below), Arthurwales Solutions Limited will issue a credit to Client for network/server outages/downtime occurring during any calendar month that are reported by Client to Arthurwales Solutions Limited and confirmed by Arthurwales Solutions Limited’s measurement reporting.

Our Commitment to you

UptimeSLA Credit
99.9% and above0
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% or less100%
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