1. Coverage and Definitions:
This Service Level Agreement (SLA) applies to you ("client") if you have ordered any of web hosting services from Web World (the "Services") and your account is current (i.e., not past due) with Web World. As used herein, the term "Service Unavailability" means the total number of hours of a particular month (based on 24-hour days for the number of days in the subject month) that the content of client's web site is unavailable for access by third parties via HTTP and HTTPS.
2. Service Level:
This agreement sets out the minimum level of service that clients of Web World can expect and levels of reimbursement for failure to meet such levels. Web World aims to easily surpass these minimum objectives.
Subject to Sections 3 and 4 below, Web World 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 |
3. Exceptions:
Web World shall not be liable to reimburse in any form for failure to meet any of the guaranteed service level where such failure arises from any one or more of the following:
a. Faults caused by the clients equipment, applications, interconnected equipment, networks, systems or gateways and / or the acts or omissions of the Customer, third party components whether within or outside Web World Network or the acts or omissions of local exchange carriers or failure of third party services.
b. Disconnection and / or reconnection of the services due to non-payment of any charges payable to Web World or where the services are disconnected by reason of it being used for any illegal, unlawful or other objectionable purpose described in Terms of Use or Acceptable Usage Policy.
c. Scheduled or routine maintenance or reconfiguration of the Network or Web Worlds equipment, including without limitations the following:
- Maintenance by local public telecommunications and telegraph service provider on access circuits between Web World and the clients' web sites.
- Maintenance (hardware or software) made on a local Web World's node or on Web Worlds equipment on the clients premises / web site.
- Maintenance (software) made globally on Web Worlds network.
d. Faults arising from reasons beyond Web Worlds reasonable control and force major events including but not limited to catastrophic incidents, riots, vandalism, lightning, power failure, fire, flood, earthquake, emergency, curfew, industrial disputes, acts or omission of any person for whom Web World is not responsible or any causes whether similar or otherwise outside Web World's control.
e. Scheduled maintenance and emergency maintenance and upgrades.
f. DNS (Domain Name Server) issues outside the direct control of Web World.
g. DNS Propagation
h. Outages elsewhere on the Internet that hinder access to your account or services. Web World is not responsible for browser or DNS caching that may make your web site appear inaccessible when others can still access it. Web World will guarantee only those areas considered under the control of Web World.
i. Client's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding, e.g. CGI, PERL, HTML, PHP, etc., any negligence, willful misconduct, or use of the Service in breach of Web World's Terms of Use and Acceptable Usage Policy.
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 This email address is being protected from spambots. You need JavaScript enabled to view it.. Each request in connection with this SLA must include client's username and the dates and times and description of the unavailability of the service and must be received by Web World within thirty (30) days. If the unavailability is confirmed by Web World, credits will be applied within sixty (60) days after Web World's receipt of client's credit request. In the event that Web World disputes the client's claim, the client shall not be entitled to the reimbursement specified, until and unless the dispute has been resolved.
Notwithstanding anything to the contrary herein, the total amount credited to client in a particular month under this SLA shall not exceed the total hosting fee paid by client for such month for the affected service. Credits are client's sole and exclusive remedy with respect to any failure or deficiency in the service.
5. General Terms:
The parties agree that only measurements carried out by Web Worlds shall be used for the calculation of unavailable time and Web Worlds records shall be conclusive evidence thereof. The clients sole remedy in relation to a breach of this SLA shall be limited to the service credits provided accordingly in this SLA.
The stated SLA shall not apply during any trial or free period of the services, and this SLA does not come into effect until after the end of the first month of the applicable services has been provided.