These SupervisedIT Service Level Agreements (SLAs) provide Customer with certain rights and remedies regarding the performance of the SupervisedIT and servers (as defined below). Use of SupervisedIT Service constitutes acceptance and agreement to SupervisedIT AUP (Acceptable use Policy) as well as SupervisedIT TOS (Terms of Service) available on www.SupervisedIT.com
For purposes of these SupervisedIT SLAs, the following terms have the meanings set forth below:
* "Base Monthly Service Fee" consists solely of the base monthly fee paid by Customer for the affected SupervisedIT service and excludes all other fees which might be charged to Customer, including, by way of example and not limitation, set-up fees, fees for local loop, space rental fees, charges for additional services such as managed services, incremental bandwidth usage or hard drives beyond that which is available without additional charge under SupervisedIT standard rates, hourly support, and other types of optional additional services.
As described in more detail below, this SupervisedIT SLAs provides commitments based upon goals in the following key areas:
100% Service Uptime Guarantee.
Do to our extensive network infrastructure, SupervisedIT can provide its customers with a 100% Network Uptime Guarantee. In the event that any service does not experience 100% uptime in a given month, SupervisedIT will credit 5% of customer's base monthly service fee for the first hour of downtime and subsequently an additional 5% for each hour of downtime thereafter with a maximum of an 80% refund. Any emergency scheduled downtime taken by SupervisedIT will not apply towards this downtime calculation, nor to the credit calculation. This guarantee applies to SupervisedITs network uptime and not to any hardware, software or services running on a customer's server.
Account credits will be issued when an SLA credit request is made by the client. All requests for credits must be made within 3 days of the incident. All requests for credits must be made by creating a support ticket at https://shp.SupervisedIT.com.
SupervisedIT cannot be held liable for server downtime or data loss in any circumstance unless due to direct negligence including but not limited to the following circumstances:
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