Customer agrees to the following Service Level Agreement:
Coverage: This Service Level Agreement (hence forth known as “SLA”) applies to You (referred hereinafter as “You”, “Your” or “Customer”), if you have subscribed for services with Digital Umbrella Web Technologies (referred hereinafter as “We”, “Our”, “Us”, “Company” or “Digital Umbrella Web Technologies”) and Your account is in good standing condition.
Digital Umbrella Web Technologies does not provide its Customer(s) with a service level guarantee. Digital Umbrella Web Technologies works only on a best-effort basis for both hardware and network uptime. This means that Digital Umbrella Web Technologies will put in its best effort to resolve any and all issues faced by the Customer as soon as possible, but will not guarantee an estimated time for resolution of the issue.
Network uptime can be monitored through 3rd third-party service. We can boldly state that our uptime will always stay above 99%. In case the uptime percentage reduces beyond 99%, Customer(s) who made special service level agreements can receive service credits depending on the contract agreed to. Customers who have no such arrangements made with the Company shall not receive any credits – if any credits are issued, it’s purely based on courtesy by the Company.
Restrictions: Credits shall not be provided to You if You have no Service Availability resulting from:
(i) Scheduled maintenance
(ii) Your behavior or the performance or failure of Your equipment, facilities,s or applications
(iii) circumstances beyond Digital Umbrella Web Technologies ‘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, 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, hardware failure for one or more reasons, or power used in or equipment needed for provision of Your Web Site.
Limitations: 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 Digital Umbrella Web Technologies. Perhaps your ISP is experiencing technical difficulties, or there might be a routing problem between your ISP and Digital Umbrella Web Technologies, 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.