Service Level Agreemenet
Here at eStyles we strive to achieve 100% web site availability for all customers. We have put this service level agreement (SLA) in place to provide assurances to our customers that we are confident that we can meet our claims, and if we can't, that we will provide compensation to our customers as set out in this document.
Credit Table
| Website Availability | Value | Business | Reseller | VPS |
|---|---|---|---|---|
| 99.9% - 100% 0 to 43.2 minutes |
0% credit | 0% credit | 0% credit | 0% credit |
| 98% - 99.9% 43.2 mins to 14 hrs 24 mins |
0% credit | 20% credit | 15% credit | 15% credit |
| 95% - 97.9% 14 hrs 24 mins to 36 hrs |
10% credit | 40% credit | 30% credit | 30% credit |
| 90% - 94.9% 36 hrs to 72 hrs |
15% credit | 60% credit | 45% credit | 45% credit |
| 89.9% or less more than 72 hrs |
20% credit | 80% credit | 60% credit | 60% credit |
All availability figures are calculated off a 30 day month, and shall be rounded up to one decimal point.
Credits are only payable to customers if the following conditions are met:
- you are a current customer with an active service that is not past its due date;
- you hold either a shared hosting account, reseller hosting account, business hosting account or virtual dedicated server with us;
- all of the other conditions on this page are met.
Only data taken from our measurement systems will be used to determine the actual uptime rate of our servers.
In order to be eligible for credit, the customer must:
- notify us of the problem, including a thorough description, during the outage, or as soon after as can be reasonably expected;
- open a support ticket through the approved channels with eStyles within 7 days of the fault occuring requesting credit as set out in the table above.
Credits will be paid within 7 days after the end of the current calendar month.
Credits will be applied in the form of credits placed on the users account which will be automatically deducted off the customers next invoice. Credits will not be paid out to the customer in any other way.
Credits will be paid for multiple accounts owned by the customer that were disrupted by the outage, provided the customer informs eStyles of the domain names for all accounts that were affected.
All percentages listed in the table above are a percentage of the monthly service fee paid by the customer for each account that they hold with eStyles.
No other compensation will be paid, for example compensation will not be paid from lost business arising from any outages from eStyles' services.
All custom plans will be considered Value plans for the purpose of this service level agreement, unless otherwise specified in writing by eStyles.
Free and sponsored accounts are not eligible to receive any credit for any outages.
We shall not pay any credits as per this agreement in connection with any problems with our services caused by or associated with:
- circumstances beyond eStyles' 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, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
- scheduled maintenance, including emergency maintenence and system upgrades;
- false error reporting by our measurement tools;
- issues with FTP, POP, IMAP, SMTP, SSH, or other non-standard/custom software;
- customer'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 Services in breach of eStyles' Terms of Service;
- DNS (Domain Name Server) Propagation;
- outages elsewhere on the Internet that hinder access to your account. This guarantee only covers areas considered within eStyles' control: eStyles' servers and network equipment.
