Knowledgebase:
Network Service Level Agreement
Posted by Jay Sudowski (Import), Last modified by on 01 August 2008 09:40 AM

Handy Networks offers a 100% Network Availability guarantee. This SLA applies to any customer who has purchased Internet service and has a valid Handy Networks sales agreement. If Network Availability does not meet our 100% uptime guarantee, customers may request a 5% credit to their account for every 30 minutes the Network is down, not to exceed 50% of their base monthly fee.

  1. Definitions

    For purposes of this Network SLA, the following terms have the meanings set forth below:

    "Handy Networks Network" means the Handy Networks provided telecommunications network, which is comprised of:
    • All network equipment owned and controlled by Handy Networks;
    • All cabling within the Handy Networks Data Center.

    The "Handy Networks Network" does NOT include:

    • Equipment located on the customer premise;
    • Circuits between the Handy Networks Data Center and the customer location;
    • Any networks or network equipment not owned or controlled by Handy Networks.

    "Base Monthly Fee" means the base monthly fee paid by customer for the standard product(s) being provided to it by Handy Networks. The Base Monthly Fee does not include any other fees which might be charged to customer, including, without limitation, set-up fees, charges relating to incremental bandwidth usage and fees for electricity, extra IP addresses, RAM, hard drives beyond that which is available without additional charge under Handy Networks standard rates or services to which a customer subscribes.

    "Network Availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the network is available for access by third parties, as measured exclusively by Handy Networks.

  2. Network SLA

    Handy Networks offers a 100% Network Availability guarantee. This SLA applies to any customer who has purchased Internet service and has a valid Handy Networks sales agreement. If Network Availability does not meet our 100% uptime guarantee, customers may request a 5% credit to their account for every 30 minutes the Network is down, not to exceed 50% of their base monthly fee.
     
  3. Exceptions

    Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the Data Center Network SLA caused by or associated with:
    • Circumstances beyond Handy Networks reasonable control, including, without limitation, acts of any governmental 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 third party services, virus attacks or hackers, failure of third party software (including, without limitation, e-commerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
    • Outages elsewhere on the Internet that prevent access to an account.   This SLA applies only to those areas under the direct control of Handy Networks, including links to the Internet and Handy Networks routers. 
    • Degradation of service due to high packet loss or similar conditions, which may be indicative of the Internet as a whole;
    • Server hardware failure;
    • Failure of access circuits to the Handy Networks Network, unless such failure is caused solely by Handy Networks;
    • Scheduled maintenance and emergency maintenance and upgrades;
    • DNS (Domain Name Server) issues outside the direct control of Handy Networks;
    • Issues with FTP, POP, IMAP, or SMTP customer access;
    • False outages reported as a result of any Handy Networks measurement system problems or errors.
    • Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc.);
    • Any negligence, willful misconduct, or use of the Services in breach of Handy Networks Terms and Conditions and Acceptable Use Policy; by user or other users.
       
  4. Credit Request and Payment Procedures
     
    In order to receive credit, you must submit a request within 7 business days of the occurrence through the Help Desk. The date and approximate time of the network failure must be included in the Help Desk ticket. If Handy Networks confirms the unavailability, credits will be applied within two billing cycles after Handy Networks receipt of customer's credit request. Handy Networks will not process incomplete credit requests.

 

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