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This Service Level Agreement (SLA) covers the availability and uptime guarantee of our Shared and Reseller Hosting Services.

Coverage
This SLA applies to any Shared/Reseller Hosting Customer in good financial standing with PremiumReseller at the time of a service outage.

Specifications
PremiumReseller endeavors to have the content of all your web sites (which are being served by PremiumReseller) available for HTTP access by any party in the world 99.9% of the time. Service outage (unavailability) is defined as 100% packet loss from PremiumReseller to its backbone providers.

Compensation
In the event that that the average availability of all your websites (served by PremiumReseller) falls below 99.9%, PremiumReseller will credit the following month's Service Fee as follows. Such credit shall be retroactive and shall be calculated as below, with the maximum credit not to exceed hundred (100) percent of the monthly Service Fee charge for the affected month.

Website Availability Credit Percentage
99.9% to 100% 0%
98% to 99.8% 10%
95% to 97.9% 25%
90% to 94.9% 50%
89.9% or below 100%

In order for you to receive a credit, you must request such credit within seven (7) days after you experienced the incident of web site unavailability. You must request credit by using this form. Please be sure to include the address of the affected web site, the dates and times of its unavailability, and your personal information as on PremiumReseller records. Credits will be granted within twenty four (24) hours of your credit request if PremiumReseller confirms the unavailability. No credit will be given if PremiumReseller cannot confirm the unavailability of the website in question.

Credit to your account shall be your sole and exclusive remedy in the event of an outage. All credits given by PremiumReseller are non refundable and may only be used to pay current or future service fees.

Restrictions
Credits shall not be provided to you in the event that you have any outage resulting from
1. Scheduled maintenance as posted from time to time at PremiumReseller's website
2. Your behavior, the non-performance or failure of your software or applications
3. Circumstances beyond PremiumReseller's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services, including DNS propagation, domain name registration, domain transfer, failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your web site.

 
 
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