COMMERCIAL WEB HOSTING SERVICE LEVEL AGREEMENT
99.999% Percent Availability
Any network event resulting in downtime during which
a customer cannot pass traffic to the Internet for a period in excess of
ten (10) minutes, will be deemed "unavailability of the web hosting service"
(an "Outage") provided that said Outage is on the Lizard Hill Hosting network
and not with our service provider or any other service provider between the
customer and Lizard Hill Hosting.
An Outage shall be deemed to commence upon the opening of a trouble ticket with the
Lizard Hill Hosting Network Operations Center and shall be deemed to terminate upon
the closing of the same trouble ticket. An outage shall not be deemed to occur upon
the occurrence of routine maintenance for which the customer has been notified, or
upon the occurrence of an act outside of the control of
Lizard Hill Hosting such as loss of power for an extended period of time at our
data center or an act of force majeure.
For each Outage experienced by an Lizard Hill Hosting customer, such customer will receive
a credit equal to one day's billing for the month in which such Outage occurred. In the event
that an Outage has a duration of greater than one hour, the
Lizard Hill Hosting customer will receive one day's credit for each hour, or fraction thereof,
of the Outage.
In the event a customer experiences Outages in any calendar month in which the aggregate
exceeds eight (8) hours, the customer shall have the right to terminate its
service agreement with Lizard Hill Hosting.
No credit will be given unless the Customer has provided reasonable assistance
or notice in an effort to cure the Outage. Reasonable assistance shall be deemed to include
the following: Providing Lizard Hill Hosting access to the customer account if necessary or
assisting Lizard Hill Hosting with problem identification and resolution via telephone or
other means such as e-mail.
DISASTER RECOVERY
At all data centers operated and maintained by Lizard Hill Hosting we employ uninterruptible
power supplies (UPS) and maintain daily backups of all server and customer data. In the event of a
major disaster which causes loss of data, Lizard Hill will, at no charge,
recover any data available from backup tapes for the customer at their request.
Lizard Hill Hosting will not be held responsible in the event that no data, or
incorrect data is recovered from backup tapes. Lizard Hill Hosting will also recover any data
from daily backup, at the customers request, for an additional charge which are
not related to recovery from a disaster such as power outage, server crash, hardware failure,
network outage or act of force majeure.
MAINTENANCE WINDOW
Occasional server maintenance is needed to maintain our superior level of
service. Lizard Hill Hosting reserves the right to service equipment and
possibly take services off line between the hours of 12:00 AM and 2:00 AM
pacific standard time, 7 days a week for maintenance. During this maintenance
window, any service unavailability is not subject to service credits as
described above. On a daily basis, Lizard Hill Utilizes this maintenance window
to perform backups and upgrade service. Typically service is not affected, but
during this time server response time may be slower than normal. If you have any
additional questions about our service policy, disaster recovery or maintenance
window, please email us at support@lizardhill.com.
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