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Service Level Agreement (SLA)
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Our Service Level Agreement (SLA) provides uptime and hardware guarantees if you have ordered a direct account or dedicated server packages and your account is in good financial standing with EZ Publishing.

 

Network Uptime Guarantee

EZ Publishing's servers connect to the Internet through redundant high-speed connections on diverse backbones, ensuring data delivery to you in the fastest, most efficient manner possible. EZ Publishing guarantees a 99.99% uptime excluding scheduled maintenance of one hour per-month and prior notified upgrades. We will normally schedule maintenance during low-usage times of day.

Maintenance Scheduling

All general scheduled maintenance will occur on Friday and Saturday evenings after 10 PM PST. All efforts will be made to conduct emergency maintenance during the week days after 10 PM PST. Unavoidable, critical maintenance may need to be performed during operating hours. Client will be notified of maintenance scheduling as much in advance as possible.

Credits

In the event that there is network outage*, EZ Publishing will credit the monthly service charge for the following month’s service as calculated below and as measured 24 server hours a day in a calendar month.

Availability Credit
98%-99.99% 10%
96%-97.99% 20%
90%-95.99% 40%
89.99% or below 100%

*Network outage means any outage in which end customers are unable to access the customer’s site due to a failure in EZ Publishing’s network.

EZ Publishing is only responsible for its network and not for general conditions on the Internet. Delays that occur outside EZ Publishing’s routers caused by backbone failures/congestion, interruption of or delay in transportation, unavailability of, interruption or delay in telecommunications, or third party services (including DNS propagation) resulting in degradation of service and high packet loss or similar conditions, cannot be guaranteed by EZ Publishing.

Hardware Guarantee

EZ Publishing guarantees the functioning of all dedicated server type leased hardware components and will replace any failed component at no cost to the customer. Hardware repair/replacement will begin immediately upon identification of the hardware failure and we guarantee it to be complete within 2-hours of problem identification. We define hardware as the Processor(s), RAM, hard disk(s), motherboard, NIC card, and other related hardware included under the server lease. The time required to repair/replace hardware does not include software reinstallation and/or data recovery from backup tapes/disks (time frame depends on size of disk).

Credits

In the event that it takes us more than 2-hours to repair/replace faulty hardware within the limits defined above, EZ Publishing will credit the customer 5% of the monthly fee per additional hour of down time (up to 100% of customer's monthly fee).

Service Credit Request Procedure:

In order for you to receive a credit on your account, you must request such credit within 72-hours after you experience a hardware failure or network outage.

You must follow these steps:

  1. Request made by email to creating a trouble ticket at http://support.ezpublishing.com/
  2. Include all relevant support ticket numbers in your email.
  3. Include your server name, your domain name, and your full address as shown on your invoices.
  4. Dates and times of unavailability of your server and any additional information.
Credits will usually be applied for the following month’s service within 30-days of acceptance of the request. Credit to your account shall be the sole and exclusive remedy in the event that there is a network outage or hardware failure.

Claim Review Process:

All claims must be submitted via a trouble ticket at http://support.ezpublishing.com/. Claims will be acknowledged within two business days and reviewed within ten business days of receipt. Upon coming to a decision, the customer will be notified via email whether the appropriate service credit will be issued on the next invoice or reject the claim by specifying the basis for rejection.

Guarantee

99.99% uptime

Excluding scheduled maintenance of 1-hour per month.

Last Updated: November 1, 2005.

 
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