This web site availability service level agreement (SLA) applies to you if you
have ordered any hosting plan ("service") and you are in good financial standing
with JWN Media, Inc.
JWN Media endeavors to have network connectivity available by HTTP access by
third parties 99.5% of the time ("web site availability").
In the event that there is no web site availability, JWN Media will credit the
monthly service charge for the service as calculated below and as measured 24
hours a day in a calendar month. The maximum credit is not to exceed the monthly
service charge for the affected month:
In order for you to receive a credit on your account, you must request such
credit within seven (7) business days after you experienced web site
unavailability so that we may check our stats. You must request credit by
sending a request to our billing department via our helpdesk or via email. The
message must contain your domain name, the dates and times of the unavailability
of your web site, and such other customer identification requested by JWN Media.
Credits will usually be applied within sixty (60) days of your credit request.
Credit to your account shall be your sole and exclusive remedy in the event that
there is no web site availability.
Credits shall not be provided to you in the event that you have no web site
availability resulting from (i) scheduled maintenance, (ii) your behavior or the
performance or failure of your equipment, programs or applications, or (iii)
circumstances beyond JWN Media's 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, DDoS attacks (distributed denial-of-service), 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 Web Site.
Online problems occur continuously. There might come a time when you cannot
access your website or any other service. This is not necessarily due to JWN
Media. Perhaps your ISP is experiencing technical difficulties, or there might
be a routing problem between your ISP and the data center utilized and
maintained by JWN Media, making communication difficult or impossible. We cannot
bear the responsibility of such problems. Our monitoring agents determine the
uptime of our service, and not any one client's experience.
DEDICATED SERVER RESTORE
JWN Media is not responsible for the restoration of data to server. We strongly
recommend that your purchase backup options for your server, and keep copies of
your data off-site with you for emergency purposes. If hardware failure and data
loss occur, you the client, are responsible for data restoration. JWN Media
shall not be liable for loss of data under any circumstance.
Hardware replacement will occur within 1-8 hours of the reported problem, JWN
Media will refund 5% of the monthly fee per additional 8 hours of down time (up
to 100% of customer's monthly fee). In order to reduce replacement hardware
downtime, we keep a certain quantity of pre-built systems on hand to swap out
hard disks so that your server can be back up in the shortest amount of time.
For hard disk failures, we keep pre-installed drives with our standard
partitioning for immediate deployment. In order to request a SLA hardware
violation credit, you must within 10 days of reported violation contact our
sales department via our helpdesk or via emailing email@example.com.
SLA violations will be reviewed by our personnel Monday - Friday 9AM to 5PM EST.
*Hardware SLA violations do not cover network violation*