|Service Level Agreement - Server Co-location.
This Service Level Agreement (SLA) relates to co-location facilities leased by Hostcentral to its clients. This agreement does not cover
web hosting services or dedicated servers leased from Hostcentral.
All systems and networks are monitored both by Hostcentral and by a contracted third party network monitoring company. As such, we have
full records of availability of our services.
In the event of Downtime (as defined below), at the Client's request, the monthly fee payable for the affected fixed-price components of
the Service shall be reduced as follows:
If service availability falls below the minimum acceptable levels as defined by this agreement, clients are
eligible for a credit to their account. The amount credited to the client's account is dependent on how far below the minimum acceptable
standard the availability was for the given month. For every hour that the services are unavailable below the minimum standard, Hostcentral
will credit the equivalent of 1 day's worth of service fees to the client's account.
- If the total Downtime in the calendar month is more than three and six-tenths (3.6) hours but does not
exceed seven and two-tenths (7.2) hours, the Service fee for that month shall be reduced by ten percent (10%).
- If the total Downtime in the calendar month is more than seven and two-tenths (7.2) hours, but does not
exceed fourteen and four-tenths (14.4) hours, the Service fee for that month shall be reduced by twenty percent (20%); and
- if the total Downtime in the calendar month is more than fourteen and four-tenths (14.4) hours, the
Service fee for that month shall be reduced by thirty-three percent (33%).
To claim credit, customers must contact technical support within 14 days of the month they are claiming was below the minimum acceptable
Downtime. Downtime shall mean any interruption of sixty (60) seconds or more in
the availability to users of any Website residing on the Hardware and made available through the Services, only if such interruption is due
to either (i) failure by Hostcentral to manage a situation so as to cause interruption in Web availability, or (ii) a disruption in the
connection between any such server and the Internet. For purposes of this Section, the Internet is deemed to consist of services that
commence where Hostcentral transmits a Client’s content to Hostcentral carrier(s) at the Hostcentral border router ports. Such carriers
provide Hostcentral with private and dedicated bandwidth. Hostcentral undertakes no obligation for the circuit or link between Hostcentral
facilities and such carrier’s services. If router packet loss is in excess of fifty percent (50%) and is sustained for sixty (60)
seconds or more, Hostcentral will classify this as an “outage.” If an “outage” continues for a time period of more
than two (2) minutes, then such an outage will be deemed Downtime. If the latency across the Hostcentral national IP backbone exceeds one
hundred and twenty (120) milliseconds, Hostcentral will classify this as Downtime.
Maintenance Windows. In order to maintain and upgrade the Hostcentral IP
backbone infrastructure, Hostcentral performs scheduled maintenance on its equipment. Outages or performance degradation during scheduled
maintenance windows as a result of router, switch or server maintenance, are not considered Downtime for purposes of this section.
Hostcentral shall make all commercially reasonable efforts to provide the client with reasonable prior notification of all scheduled and
emergency maintenance procedures.
Investigation of Service Interruptions. At Client’s request, Hostcentral
will investigate any report of Downtime, and attempt to remedy any Downtime expeditiously. If Hostcentral reasonably determines that all
facilities, system and equipment furnished by Hostcentral are functioning properly, and that Downtime arose from some other cause,
Hostcentral can continue to investigate the Downtime at Client's request and reserves the right to recover labour and materials cost for
services actually performed at the usual and customary rates for similar services provided by Hostcentral to clients in the same
This document was last edited on Tuesday, September 17th 2002. We will notify all relevant clients of any changes
to this document.