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Service Level Agreement
The Live Sites Hosting Service Level Agreement ( SLA ) applies to all web hosting services. The client agrees that Live Sites Hosting internal measurements establish the eligibility for any applicable Performance Credit. In the event that Client determines that a discrepancy in such measurement exists, Client shall promptly notify Live Sites International and Live Sites Hosting and Client will mutually agree upon the validity and accuracy of the measurement, and upon Client's eligibility for any applicable Performance Credits.
This SLA may be amended at any time by Live Sites Hosting. Updated copies of the SLA will be located at http://www.LiveSitesHosting/service-level-agreement.html
1.1. Web Hosting Maintenance Services is defined as a monthly system overview by a System Administrator. Live Sites Hosting will perform a set of performed checks, audits regarding your server. From time to time security updates, application patches, and System Administration may be performed.
1.2. Live Sites Hosting Network ( Live Sites Hosting Network ) is defined as the equipment, software and facilities within Live Sites Hosting network segment, including Live Sites International contracted ISP service to which Live Sites Hosting network segment is connected, collectively used by Live Sites Hosting to provide the service.
1.3. Service Availability ( Service Availability ) is the total time in a calendar month that the Live Sites Hosting is available through the Internet, provided that Client has established connectivity. Live Sites International takes responsibility for the Service Availability within their network, and cannot be held liable for upstream problems. The Live Sites International Network will be available to clients free of Network Outages for 99.9% of the time.
1.4. Service Downtime ("Service Downtime") is any unplanned interruption in Service Availability during which Client is unable to access the services as described in section 1.3 above that is determined to have been caused by a problem in Live Sites International Network as confirmed by Live Sites International. Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability in a calendar month. Live Sites International provides direct support and expertise in the software it provides, any unplanned outages due to software failure are the direct responsibility of the software publisher and not of Live Sites International.
1.5. Scheduled Service Downtime ( Scheduled Service Downtime ) is any Live Sites International interruption of Managed Services. Scheduled Service Downtime occurs during Live Sites International standard server maintenance window, which occurs with a 24 hour notice to the Client via e-mail.
1.6. Performance Credit (Performance Credit) occurs when 99.9% uptime is not met. Live Sites International will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of the customer's monthly fee). Network downtime is measured from the time the trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data.
1.7 Monitoring Service (Monitoring Service) is the service Live Sites Hosting provides and monitors TCP/IP based ports and applications through its internal monitoring service.
1.8 Billable System Administration (" Billable System Administration") Support provided to the client that requires Live Sites International to login to the account can be considered Billable System Administration. Fees for this service are billed out at a $50.00 minimum charge with hourly rates of $100.
2. Service Downtime Performance Credit.
2.1. In the event of Service Downtime in which monthly Service Availability is less than 99.9%, Client will receive a Performance Credit as described in section 1.6 of this document.
3. Service Exclusions.
3.1. This SLA does not cover Service Downtime caused by problems in the following:
3,1.1. Client s local area network.
3.1.2. Client-provided Internet connectivity or end-user software.
3.1.3. Anything inside Client s internal network including, but not limited to, firewall configuration and bandwidth to internet, local area workstations, servers, software, and configuration.
4. Service Downtime Exclusions.
4.1. The following are excluded from the monthly calculation of Service Availability:
4.1.1. Any utilized Scheduled Service Downtime.
4.1.2. Any problems outside Live Sites International Network.
4.1.3. Any interruptions, delays or failures caused by Client or Client s employees, agents, or subcontractors, such as, but not limited to, the following:
188.8.131.52. Inaccurate configuration.
184.108.40.206. Non-compliant use of any software installed on the server.
220.127.116.11. Client initiated server over-utilization.
18.104.22.168. Any problems related to the attacks on the machine such as hacking, attacks, and exploits.
5. Server Hardware for Full Managed, Managed, and Unmanaged Servers.
5.01 Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array.
5.0.2 Hardware replacement will occur within 24 hours of the reported problem, Live Sites Hosting will refund 25% of the monthly fee per additional 24 hours of down time (up to 100% of customer's monthly fee).
5.03 Restoration is defined as returning the server to original configuration when it was purchased. If hardware failure causes corrupted Operating System, Data Files, or Configuration of server, Live Sites International will restore the system to original state.
5.04 Live Sites Hosting is not responsible for the restoration of data to server. If hardware occurs and data loss occurs, client is ultimately responsible for data restoration. Live Sites Hosting shall not be liable for loss of data under any circumstance.
Acceptable Use Policy
Use of LiveSitesHosting.Com Service constitutes acceptance and agreement to LiveSitesHosting.Com's AUP as well as LiveSitesHosting.Com's TOS (Terms of Service) ...Read more on Acceptable Use Policy
Terms of Service
All provisions of this contract are subject to the TOS (Terms of Service) of Livesiteshosting.com, AUP (Acceptable Use Policy) and Livesiteshosting.com (Service Level Agreement). The AUP may be changed from time to time at the discretion of the Company ...Read more on Terms of Service
Service Level Agreement
5.04 Live Sites Hosting is not responsible for the restoration of data to server. If hardware occurs and data loss occurs, client is ultimately responsible for data restoration. Live Sites Hosting shall not be liable for loss of data under any circumstance ...Read more on Service Level Agreement