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SERVICE AGREEMENT
COVERAGE
This Web Site
Availability Service Level Agreement applies to you if you have
ordered ANY hosting plans ("Service") and you are in good financial
standing with
Massaf Web Solutions.
SERVICE LEVEL
Massaf Web Solutions endeavors to have network connectivity
available for http access by third parties 99.9% of the time ("Web
Site Availability").
CREDITS
In the event that there
is no Web Site Availability, We will credit the monthly service
charge for the Service as calculated below and as measured 24-hours a
day in a calendar month, with the maximum credit not to exceed the
monthly service charge for the affected month: Web Site Availability
Credit 95% to 99.4% = 5% 90% to 94.9% = 30% 89.9% or below = 50% In
order for you to receive a credit on your account, you must request
such credit within seven (7) business days after you experienced no
Web Site Availability. You must request credit by sending an
electronic mail message to
support@massaf.com For
security, the body of this message must contain your account
number/domain name, the dates and times of the unavailability of your
web site, and such other customer identification requested by
Massaf Web Solutions. Credits will usually be applied within
thirty (30) days of your credit request. Credit to your account shall
be your sole and exclusive remedy in the event that there is no Web
Site Availability.
RESTRICTIONS
Credits shall not be
provided to you in the event that you have no Web Site Availability
resulting from (i) Scheduled maintenance, (ii) Your behavior or the
performance or failure of your equipment, facilities or applications,
or (iii) Circumstances beyond
Massaf Web Solutions'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), 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.
LIMITATIONS
On-line problems occur
continuously. There might come a time when you cannot access your
website or any other service. This is not necessarily due to
Massaf Web Solutions. Perhaps your ISP is experiencing technical
difficulties, or there might be a routing problem between your ISP and
us, making communication difficult or impossible. We cannot bear
the responsibility of such problems. Our monitoring agents determine
the uptime of our service, and not any one client's experience.
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