|
Service Level Agreement
DOWNTIME CREDIT POLICY
COVERAGE
This Downtime Credit Policy Agreement applies only if you are a Vortech, Inc. Reseller.
UPTIME
Vortech, Inc. strives to maintain 99.9% service availability. Uptime coverage includes web site, email, and other virtual services only. Third party control panel applications are excluded.
CREDITS
In the event of an outage where Vortech, Inc. does not meet 99.9% uptime, Vortech, Inc. will issue a credit to the reseller's account only for the monthly service as calculated below. This will be calculated by a 24 hour day in a calendar month, with the maximum credit not to exceed the monthly service charge for the affected month. Credits are only issued to accounts in good financial standing with Vortech Inc.
CREDIT CALCULATION METHOD
One(1) hour is equal to One(1) day of service. For outages of 8 hours or more a maximum credit of one full month of service will be credited to the reseller's account.
Example credits on the Cypher plan:
| Downtime |
Example Credit, 30 Day month used in calculation |
15 min |
$0.29 |
1 hour |
$1.17 |
2 hours |
$2.34 |
3 hours |
$3.51 |
4 hours |
$4.68 |
Additional, up to 8 hours. |
$1.17 per hour, up to, but not to exceed, the total monthly fee of $35
8 hours or more is equal to a full credit for the affected months service. |
Example credits on the Zion Plan:
| Downtime |
Example Credit, 30 day month used in calculation |
15 min |
$0.83 |
1 hour |
$3.33 |
2 hours |
$6.66 |
3 hours |
$9.99 |
4 hours |
$13.32 |
Additional, up to 8 hours. |
$3.33 per hour, up to, but not to exceed, the total monthly fee of $100
8 hours or more is equal to a full credit for the affected months service. |
HOW TO REQUEST CREDIT
In order to receive a credit to your account, you must request a credit within seven (7) business days of your experienced downtime. All requests must be submitted using the Vortech, Inc. Credit Request Form. All requests must contain your account number and/or reseller user name, the dates and times of the downtime of your web site, the domain that experienced downtime, the ticket number of a support request regarding the issue, and the server said domain is hosted on. Vortech, Inc. will make every effort possible to credit your reseller account in a timely manner. Credit to your reseller account shall be the exclusive resolution to any website downtime. All credits issued are at the sole discretion of Vortech Inc.
RESTRICTIONS
Credits shall not be provided to you in the event that you have downtime resulting from scheduled maintenance, account suspensions or downtimes resulting from reseller or reseller's client own coding or applications, or circumstances beyond Vortech, Inc.'s control, including and without limitation, acts of any governmental body, acts of God, war, insurrection, embargo, sabotage, fire, flood, 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, or power used in or equipment needed for provision of services
|
