**THIS DOCUMENT PERTAINS ONLY TO
DEDICATED SERVER OFFERINGS**
Applicability
This Web Site Availability Service Level Agreement
applies to YOU if YOU have ordered *any* hosting plans
("Service") and YOU are in good financial standing with
Young Spiders.
Service Guarantee
Young Spiders Service will be available to the Internet
(see definitions below) 99.9995% of any given month.
Credits
Outage Credits:
Any period of inaccessibility due to power failure,
internet network failure, or other failure lasting longer
than 30 minutes will be credit as follows:
- 0-30 minutes: No Credit
- 30-60 minutes: 5% of monthly base fee, excluding any
add-on services
- Each additional 30 minutes; 8% of monthly base fee
Reinstallation Credits:
In the event of a customer-requested reinstallation via
support@youngspiders.com or
http://secure.youngspiders.com/ , if such reinstall is
not completed within 4 to 8 hours, said customer will be
credited 15% of one month.s fee upon request.
In order for YOU to receive a credit on YOUR account, YOU
must request such credit within seven (7) business days
after YOU experienced no service availability. YOU must
request credit by sending an email message to
billing@youngspiders.com outlining your IP address,
incident start, incident end and the support ticket ID you
used when troubleshooting the issue. Credits will usually be
applied within sixty (60) days of YOUR credit request.
Credit to your account shall be YOUR sole and exclusive
remedy for any outage related to your service including
those caused by gross negligence by Young Spiders or its
staff.
Restrictions
Credits shall not be provided to YOU in the event that
YOU have no service availability resulting from (i)
scheduled maintenance, (ii) YOUR behavior or the performance
or failure of YOUR equipment, facilities, software, scripts,
code, or applications, or (iii) circumstances beyond Young
Spiders reasonable control, including, without limitation,
acts of any governmental body, war, insurrection, sabotage,
embargo, fire, flood, strike or other labor disturbance,
interruption of or delay in transportation, unavailability
of interruption or delay in telecommunications or third
party services (including DNS propagation), failure of third
party software or hardware or inability to obtain raw
materials, supplies, or power used in or equipment needed
for provision of YOUR service.
Limitations
On-line problems occur continuously. There might come a
time when you cannot access your service or any other
service. This is not necessarily due to a failure of the
Young Spiders Network or hardware. Young Spider's monitoring
agents are the sole determinate of the uptime of our
service, and not any one client's experience.
Definitions
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