Network Applications:Service Level Agreement (SLA) For Products and Services
Goal
The goal of Network Applications is to achieve 100% availability, complete service and satisfaction for all customers at all times.
Services guaranteed
- Network Performance - Guaranteed crystal clear networks > 99.999% of IP packets will be within 2ms of the average to any of our closest backbone routers.
- Hardware Replacement - 1 hour. Network Applications will repair or remove and install reasonably comparable replacement parts if it determines, in its own discretion, that the hardware is defective.
- Support Response Time - 30 minutes. Emergency Case - 30 minutes (Server Down, Packet Loss, Routing Issue)
Remedy
If the Availability of Customer's Services is less than 100%, Network Applications 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:
| Availability | Credit |
| 99.999 to 100% | 0% |
| 99.8 to 99.999% | 10% |
| 98% to 99.8% | 20% |
| 95% to 97.9% | 25 |
| 90% to 94.9% | 50% |
| 89.9% or below | 100% |
Exceptions:
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Availability caused by or associated with:
- Circumstances beyond Company'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, denial of service attacks, hackers, viruses, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts), or inability to obtain raw materials or supplies used in or equipment needed for provision of this SLA.
- Scheduled maintenance and emergency maintenance and upgrades
- False SLA breaches reported as a result of outages or errors of any Company measurement system
- Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), any software failure, any negligence, willful misconduct, or use of the services in breach of Company's Terms and Conditions and Acceptable Use Policy.
- Outages elsewhere on the Internet that hinder access to your account.
Credit Request Procedure
To receive a credit for a breach of this SLA, the Customer's account must be paid in full and having no outstanding balances, the Customer must send an email to support {at} Network Applications.com. The email MUST include the Customer's account number, the date & time of breach of the SLA, and the email must be submitted by an authorized contact on the account. Requests for credit must be submitted according to these terms and received by Network Applications within 2 weeks of breach of SLA. Appropriate credits will be applied within the next two billing cycles after Network Applications’s validation of the Customer's credit request. Credits are not refundable and can be used only towards future billing charges.
Terms of Service
In the event of any conflict between this SLA and the Terms of Service, the Terms of Service will govern.
Since 1999, Network Applications has been dedicated to bringing top quality e-commerce, e-marketing, e-shipping, high traffic hosting and content managements systems to an exclusive clientele.
Application performance under extreme loads is our specialty.
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Contact Us
Solana Beach, CA US
Phone: +1 858 356 6524
Fax: 800 123 3456
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