Hosting Service Agreement Addendum

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					Hosting Service Agreement Addendum

Service Guarantee will use its best efforts to provide consistent, reliable, high speed ava ilability
of its Internet and network services and will make every effort to keep those services ava ilable 24
hours a day, 365 days per year. guarantees 99.99% or greater Web Site
Ava ilability for all customers.

Subject to the exceptions noted below, if the ava i lability of customer's Web site is less th an 99.99% in a
given month, Logica will issue a credit to customer in accordance with the following
schedule, with the credit being calculated on the basis of the monthly service charge for the affected

                      Web Site Availability        Credit Percentage
                      98% to 99.99%                10%
                      95% to 97.9%                 25%
                      90% to 94.9%                 50%
                      89.9% or below               100%

The Customer sha ll not receive any credits under th is Guarantee in connection with any fa ilure or
deficiency of Web Site Availability caused by or associated with:

    A. Circumstances beyond’s reasonable control, including, without limita tion,
       acts of any governmenta l 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 th ird party services, virus attacks or hackers,
       fa ilure of th ird party software (including, without limita tion, ecommerce software, payment
       gateways, chat, sta tistics or free scripts) or inabili ty to obta in raw materia ls, supplies, or
       power used in or equipment needed for provision of th is SLA;

    B. Scheduled maintenance and emergency maintenance and upgrades to both t he network, which may include servers and network equipment, and the
       hosting facility, including but not limited to network devices and physica l plant (HVAC,
       power, UPS). The hosting facility runs month ly genera tor tests;

    C. DNS issues outside the direct control of Logica, including but not limited to
       fa ilure of root servers or improper configuration of domain records;

    D. fa lse SLA breaches reported as a result of outages or errors of any
       measurement system;

    E. Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer),
       including, without limita tion, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any
       negligence, willful misconduct, or use of the Services in breach of the hosting Contract;

    F. E-mail or webmail delivery and transmission;

    G. DNS (Domain Name Server) Propagation, exclusive of problems to specified DNS servers th a t
       control given client domains.

    H. Outages elsewhere on the Internet th a t h inder access to your account. Logica is not
       responsible for browser or DNS cach ing th a t may make your site appear inaccessible when
       others can still access it. will guarantee only those areas considered under
       its control: servers and other network equipment.

Obtaining a Credit
An interruption period begins when Customer reports an issue with any hosting service provided by, through the opening of a trouble ticket. Th is information will then be verif ied by hosting operations staff. An interruption period ends when the affected service is

A credit a llowance is applied against the month ly recurring charges for the affected service and is
dependent upon the length of the interruption. Only those facilities on the interrupted portion of t he
circuit will receive a credit.

Two or more interruptions of th irty minutes or more during any one 24-hour period sha ll be considered as
one interruption.

Maximum Credit
In no event may the credits provided for hereunder (either individually or on a cumulative basis) in any
billing period exceed the tota l monthly recurring charges for th at period for the service and facilities
furnished by Logica sha l l issue only one credit for the same incident
in the same month. The credits set forth in th is SLA sha ll be’s sole liability and
Customer’s sole remedy in the event of any interruption and under no circumstances sha ll an interruption
be deemed a breach of the Agreement.

This document is a supplement to the general and in force Hosting Services Agreement governing all customers.