247ZILLA.com Service Level Agreement (SLA)
1. Coverage and Terminology
This Service Level Agreement (SLA) applies to you
("customer") if you currently hold an account with any of the Shared Web Hosting
services from 247ZILLA (the "Services") and your account is current
(i.e., not past due) with 247ZILLA.
As used herein, the term "Web Site Availability" means the percentage of a
particular month (based on 24-hour days for the number of days in the subject
month) that the content of customer's Web site is available for access by third
parties via HTTP and/or HTTPS, as measured by 247ZILLA.
2. Service Level
a. Objective:
247ZILLA aims to achieve 100% Web Site Availability for all customers.
b. Remedy:
Except under the conditions mentioned in the next section below, if the Web Site
Availability of customer's Web site is less than 100%, 247ZILLA will
issue a credit to customer according to the following table:
Credit % will be calculated based on the monthly charge paid for the Service.
Web Site Availability |
Total Downtime in 30 days |
Credit Percentage |
99.9 to 100% |
0 to 43.2 minutes |
5% |
98% to 99.8% |
43.2 minutes to 14.24 hours |
10% |
95% to 97.9% |
14.24 hours to 36 hours |
25% |
90% to 94.9% |
36 hours to 72 hours |
50% |
89.9% or Below |
More Than 72 hours |
100% |
3. Maintenance Procedure
a. 247ZILLA will do its best to announce any scheduled
maintenance at least 24 hours ahead of time to the customer.
b. 247ZILLA reserves the right to perform emergency
maintenance without any prior notification, should it be deemed necessary to
protect and maintain the security and integrity of the Service.
4. Conditions
Customer shall not receive any credits under this SLA in connection with any
failure or deficiency of Web Site Availability caused by or associated with:
a. Circumstances beyond 247ZILLA's 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;
b. Failure of access circuits to the 247ZILLA's Network or
it's upstream providers, unless such failure is caused solely by 247ZILLA;
c. Scheduled maintenance and
emergency maintenance and upgrades;
d. DNS issues outside the direct control of 247ZILLA;
e. Issues with FTP, POP, IMAP, or SMTP customer access;
f. False SLA breaches reported as a result of outages or errors of
any 247ZILLA's measurement system;
g. 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 247ZILLA's Terms of
Service and Acceptable
Use Policy;
h. E-mail or Webmail delivery and transmission;
i. DNS (Domain Name Server) Propagation.
j. Outages elsewhere on the Internet that hinder access to your
account. 247ZILLA is not responsible for browser or DNS caching that may
make your site appear inaccessible when others can still access it.
247ZILLA will guarantee only those areas considered under the control of
247ZILLA : 247ZILLA server links to the Internet, and
247ZILLA's servers.
5. Credit Request and Payment Procedures
In order to receive a credit, customer must make a request by sending an email
to billing@247zilla.com. Each request in
connection with this SLA must include customer's account name (per customer's
control panel login) and the dates and times of the unavailability of customer's
Web site and must be received by 247ZILLA within ten (10) business days
after customer's Web Site was not available. If the unavailability is confirmed
by 247ZILLA, credits will be applied within two billing cycles after
247ZILLA's receipt of customer's credit request. Credits are not
refundable and can be used only towards future billing charges.
Notwithstanding anything to the contrary herein, the total amount credited to
customer in a particular month under this SLA shall not exceed the total hosting
fee paid by customer for such month for the affected Services. Credits are
exclusive of any applicable taxes charged to customer or collected by
247ZILLA and are customer's sole and exclusive remedy with respect to any
failure or deficiency in the Web Site Availability of customer's Web site.
If you have any questions
regarding our Service Level Agreement, feel free to email us at support@247zilla.com
for clarification.