Service Level Agreement


This Web Site Uptime Service Level Agreement (SLA) applies to you ("customer") if you have ordered hosting account services from On The Brink Hosting (the "Services") and your account is current (i.e., not past due) with On The Brink Hosting. The term "Web Site Uptime" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer's Web site is available for access by third parties via HTTP and HTTPS, as measured by On The Brink Hosting systems/services.

Service Level

On The Brink Hosting's goal is to achieve 100% Web Site Availability and Uptime for all our customers, and we guarantee your site will be functional for 99.9% of the time. If the Web Site Uptime of customer's Web site is less than 99.9%, On The Brink Hosting will issue a credit to customer.

Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Web Site Availability caused by or associated with:

  • Circumstances beyond On The Brink Hosting's control including, war, strike or other labor disturbance, unavailability/interruption/delay in telecommunications, virus attacks and/or hackers, third party software failure (free scripts, ecommerce software, Merchant Gateways), fire, flood, tornado, earthquakes, acts by any governing body, embargo, boycott, or inability to obtain supplies, raw materials, or power used in or equipment needed for provision of this Service Level Agreement

  • Failure of access circuits to the On The Brink Hosting Network, unless the failure is caused solely by On The Brink Hosting

  • Emergency maintenance, scheduled maintenance, and system upgrades

  • Domain name system (DNS) problems outside of the control of On The Brink Hosting

  • Issues with FTP, POP, IMAP, or SMTP customer access

  • Customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (ie., PHP, Python, CGI, Perl, HTML, ASP, etc...), any negligence, willful misconduct, or use of the Services in breach of On The Brink Hosting' Acceptable Use Policy;

  • Problems elsewhere on the internet that prohibit you from viewing your account. On The Brink Hosting is not responsible for browser, DNS, or other caching that might make it appear your site is unavailable even though others can still access your information. This guarantee covers areas On The Brink Hosting controls such as our servers, routers, and switches.


Credit Request

In order to receive a credit, customer must make a request by sending a ticket to our sales department. Each request in connection with this SLA must include customer's account number (domain name) and the dates and times of the unavailability of customer's Web site. The request must be received by On The Brink Hosting within ten (10) business days after customer's Web Site was not available. If the unavailability is confirmed by On The Brink Hosting, credits will be applied within two billing cycles after receipt of customer's credit request.

Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by On The Brink Hosting and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Web Site Availability of customer's Web site.