Hosting Service Level Agreement

This Service Level Agreement (SLA) applies to DragonNet Technologies, Ltd. customers of eDictio CMS packages, web hosting, reseller, dedicated server, co-location, and e-commerce, services.

Scope of Services

DNT is not an Internet Service Provider (ISP). Our service is limited to:
  • Hosting of Websites and Web systems
  • Provision of virtual servers and email accounts
  • Web Application and Website development
  • Website promotion


  • Common Internet Problems

    Problems you may experience with the Internet include:
  • Unable to gain access to, or ‘surf’ the Internet
  • Unable to gain access to Websites
  • Unable to connect to the Internet or your ‘Internet Service Provider’
  • Unable to ‘send’ mail
  • Unable to receive mail due to a time-out error


  • The above problems are most likely related to the service provided by your ISP or your organization’s internal network configuration. To resolve any of these problems, you should first contact your ISP or network administrator.

    Uptime Guarantee

    DNT strives to maintain a 99.5% network and server uptime service level. This uptime percentage is a monthly figure, and is calculated solely by DNT monitoring systems. If DNT fails to meet its 99.5% 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. 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 hosting network caused by or associated with:
  • Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, "Acts of God" (i.e...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
  • Telco Failure (i.e...Verizon™ cutting a fiber line somewhere)
  • Backbone peering point issues (ie...UUnet™ having a router go down in Virginia that wipes out internet service for the entire East Coast)
  • Scheduled maintenance for hardware/software upgrades
  • DNS issues not within the direct control of DNT
  • Client’s acts or omissions, including without limitation, any negligence, willful misconduct, or use of DNT service(s) in breach of DNT Acceptable Usage Policy (AUP), by Customer or others authorized by Customer.
  • Attacks by viruses or hackers, including Distributed Denial of Service (dDoS) attacks against DNT’s network;
  • False SLA breaches reported as a result of outages or errors of any DNT measurement system;
  • Outages elsewhere on the Internet that hinder access to your account. DNT is not responsible for browser, DNS, or other caching that may make your web site or email appear inaccessible when others can still access it. DNT will guarantee only those areas of the Internet considered under the control of DNT: DNT’s servers’ links to the Internet and software on the servers’ themselves.


  • Measurement

    DNT will periodically (on average every 10 minutes) monitor DNT’s network and server availability using software and hardware components capable of measuring application traffic and responses. Customer acknowledges that that such measurements may not measure the exact path traversed by Customer’s internet connection, and that such measurements constitute measurements across the hosting network but not other networks to which Customer may connect. DNT reserves the right to periodically change the measurement points and methodologies it uses without notice to the Customer. On request, full network and server reporting will be made available to the Customer.

    Remedy

    If the Availability of customer's Service is less than 99.5% in any month, DNT 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. Note that the affected Services may be only a subset of the services purchased by the client from DNT.

    Service Availability: Credit Percentage
    99.50% to 100.00%: 0%
    99.50% to 99.00%: 10%
    99.00% to 98.49%: 20%
    97.00% to 98.99%: 35%
    95.00% to 96.99%: 50%
    90.00% to 94.99%" 75%
    89.9% or below: 100%


    Credit Request and Payment Procedures

    In order to receive a credit, customer must make a request for credit by filing a support ticket under "Support". Each request in connection with this SLA must include the dates and times of the unavailability of customer's Services, a description of the perceived problem, and must be received by DNT within ten (10) business days after customer's Services were not available. If the unavailability is confirmed by DNT, credits will be applied within 30 days of DNT's receipt of customer's credit request. Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total shared hosting fees paid by customer for said month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by DNT and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Availability of customer's services.
    Designed by DragonNet Technologies, Ltd. Copyright 2002-2010.
    Updated 5/20/2010
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