Hosting Service Level Agreement @ nameonthe.net

Name On The Net are committed to providing the highest level of site availablity for our clients following industry best practices. Our SLA covers all standard hosting products, our specialised high redundancy hosting services fall under a extended more rigorous SLA.

Network Availability

Name On The Net guarantee 100% network availability to all hosted services. In the event of any downtime Name On The Net will provide a 1 day credit for hosting services for each full hour of network unavailability falling within a calendar month. The maximum credit given for downtime per calendar month will be 100% of the appropriate monthly hosting fees.

Hardware Availability

In the event of hardware failure which cannot be rectified within 4 hours, Name On The Net will provide an alternative hosting environment which will be populated with backups made at 01:00GMT the previous evening. Name On The Net will award a 1 day credit for each hour of downtime after 4 hours falling within one calendar month up to a maximum of 100% of the monthly hosting fees.

Exceptions

Events that fall outside the remit of Name On The Net'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.

DNS issues which fall outside of Name On The Net's scope, such as DNS propagation.

Client'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, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of Name On The Net's Terms and Conditions and Acceptable Use Policy.

Outages elsewhere on the Internet that hinder access to your account. Name On The Net is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. Name On The Net will guarantee only those areas considered under the control of Name On The Net: Name On The Net server links to the Internet, Name On The Net's routers, and Name On The Net's servers.

Credit request procedure

The period of unavailability for network and hardware failure is defined as the time between the report of the fault and the time when availability is restored. Claims for credit must be made 7 days before the end of the calendar month addressed to slaclaim@nameonthe.net