Because availability is critical for your mission-critical hosting environment, our Service Level Agreements (SLA's) are designed to protect customers against unscheduled outages. The SLA's provides unsurpassed levels of availability with correspondingly aggressive penalties for failure to comply with them.
Contents:
1. Preamble
1.1 These Service Level Agreements (SLA's) apply to you
(the "Customer") if you have ordered any hosting services from Starbic Hosting (the "Services") and your account is current (i.e. not past due) with
Starbic Hosting: Basic Hosting Solutions, Advanced Hosting Solutions and
Professional Hosting Solutions.
1.2 As used herein the terms "Availability" and "Uptime" means the percentage or a particular
year (based on 24-hour days for the number of days in the subject year) that the Services are available for use and that the content of customer's Web site is available for access by third parties via HTTP and HTTPS (where applicable), as measured by
Starbic Hosting.
1.3 SLA's valid from 6th April 2003.
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2. SLA for
Basic Hosting Solutions
2.1 99.7% Service Availability - Subject to Section 4 below, if the availability of the Services is less than 99.7%,
Starbic Hosting will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the
yearly service charge for the affected Services:
| Service Availability | Credit Percentage | | 99.7 to 100% | 0% | | 98% to 99.7% | 10% | | 95% to 97.9% | 20% | | 90% to 94.9% | 30% | | 89.9% or below | 100% |
2.2 Scheduled Maintenance - Scheduled maintenance shall mean any maintenance to
Starbic Hosting equipment which the Services utilize, or which may affect the Services. The customer will be notified 24 hours in advance and the maintenance period will not be more than 6 hours. Attempts will be made to perform the maintenance at non-peak times where ever possible.
2.3 Price Freeze - We will not increase the price you pay throughout the term of your service, even if the price to new customers changes.
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3. SLA for
Advanced & Professional Hosting Solutions
3.1 99.7% Service Availability - Subject to Section 4 below, if the availability of the Services is less than 99.7%,
Starbic Hosting 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:
| Service Availability | Credit Percentage | | 99.7 to 100% | 0% | | 98% to 99.7% | 10% | | 95% to 97.9% | 25% | | 90% to 94.9% | 35% | | 89.9% or below | 100% |
3.2 Scheduled Maintenance - Scheduled maintenance shall mean any maintenance to
Starbic Hosting equipment which the Services
utilize, or which may affect the Services. The customer will be notified 24 hours in advance and the maintenance period will not be more than
12 hours. Attempts will be made to perform the maintenance at non-peak times where ever possible.
3.3 Price Freeze - We will not increase the price you pay throughout the term of your service, even if the price to new customers changes.
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4. Exceptions for
Basic, Advanced and Professional Hosting Solutions
4.1 Customer shall not receive any credits under the
Basic Advanced and Professional Hosting Solutions SLA in connection with any failure or deficiency of Availability caused by or associated with:
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(a) circumstances beyond Starbic Hosting'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 or spam 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 the SLA;
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(b) failure of access circuits to the Starbic Hosting Network, unless such failure is caused solely by
Starbic Hosting;
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(c) scheduled maintenance and emergency maintenance and upgrades;
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(d) DNS issues outside the direct control of Starbic Hosting;
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(e) false SLA breaches reported as a result of outages or errors of any
Starbic Hosting measurement system;
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(f) 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., HTML, ASP, PHP, ASP.NET
etc), any negligence, willful misconduct, or use of the Services in
breach of Starbic Hosting's Terms and Conditions and Acceptable Use Policy;
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(g) DNS (Domain Name Server) propagation;
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(h) malfunction or maintenance work of the provided online Control Panels;
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(i) outages elsewhere on the Internet that hinder access to the Services.
Starbic Hosting is not responsible for browser or DNS caching that may make the Services appear inaccessible when others can still access them.
Starbic Hosting will guarantee only those areas considered under the
control of Starbic Hosting: Starbic Hosting server links to the
Internet, Starbic Hosting's routers, and Starbic Hosting's servers.
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5. Revisions
5.1 Starbic Hosting reserves the right to revise, amend, or modify the Service Level Agreements, and any of our other policies and agreements at any time and in any manner.
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