Host Me Faster Facility and Support Service Level Agreement
Technical Support Guarantee
Host Me Faster’s Technical Support Guarantee is that Host Me Faster staff will be available in the event customers need to request technical support 24 hours per day, 7 days per week. Host Me Faster’s technical support is only assured through Host Me Faster’s online support system. Customers requiring support shall log in through Host Me Faster’s Customer Portal and complete the online support request, indicating the level of urgency. If emergency support is required select the emergency support window. Host Me Faster insures that any emergency support ticket submitted to Technical Support will receive a response from Host Me Faster support staff within thirty (30) minutes of delivery.
For each cumulative thirty (30) minutes, or fraction thereof, of Power Unavailability during any single calendar month, Customer’s account shall be credited for the pro-rated charges for one (1) day of the Host Me Faster Recurring Fee charged for power, up to but not exceeding the total Recurring Fee for one month of power. This sum does not include additional Recurring Fees, such as bandwidth overages, data protection, etcetera.
Infrastructure Quality Guarantee
AC Power Availability
Host Me Faster's Power Availability Guarantee is to have AC power provided to Host Me Faster’s Data Center and Customer’s co-located equipment 100% of the time and, as set forth below, Host Me Faster will credit Customer’s account if Host Me Faster fails to meet this Power Availability Guarantee during any given calendar month. “Power Unavailability” shall mean the number of minutes that power is not available to Customer’s co-located equipment, but shall not include co-location power unavailability that Customer fails to report to Host Me Faster within five (5) days, or any unavailability resulting from:
(a) Any Customer circuits or equipment;
(b) Customer’s application or equipment;
(c) Acts or omissions of Customer, or any use or user of the service authorized by Customer;
(d) Any circuit breaker trip resulting from Customer overloading; or
(e) Reasons of beyond the direct control of Host Me Faster.
Facility Security
The Data Center is a controlled access environment. All entrance into the Data Center is restricted via biometric and key card access equipment and database logging.
If Host Me Faster fails to meet this Infrastructure Quality Guarantee Customer’s account shall be credited the prorated charges for one (1) day of the Host Me Faster Recurring Fee for the service with respect to which this Guarantee has not been met; provided, that Customer may obtain no more than one (1) credit per day, irrespective of how often in that day Host Me Faster failed to meet the Infrastructure Quality Guarantee.
Limitations
The total accumulative credit granted to customer by any aspect of this or any other Service Level Agreement during any calendar month shall not exceed the monthly Recurring Fee for the same calendar month. “
No guarantees shall apply if the unavailability of support or power occurs during standard Host Me Faster maintenance windows, when Customer is notified at least twenty-four (24) hours in advance of such maintenance activities. Host Me Faster shall use the Customer’s designated point of contact as set forth in the Network Service Level Agreement.
All credits hereunder shall be provided only upon request of Customer. Requests for credit must be received by Host Me Faster within five (5) days of Host Me Faster’s failure to perform under the obligations outlined in this Service Level Agreement.
No guarantee or remedy will be provided at any time for failures determined, by
Host Me Faster, to be attributable to reasons beyond the direct control of
Host Me Faster. This Service Level Agreement is subject to change at the sole discretion of
Host Me Faster, without notice to Customer. The most recent revision of this document shall be posted to
Host Me Faster’s web site at
www.hostmefaster.com. All changes made to the Service Level Agreement shall be effective five (5) days after the first publishing date.
This Service Level Agreement shall in no way be interpreted to construe that Host Me Faster guarantees performance against failures of application specific features, such as web server software, operating system software, failing hardware, web site application features, database performance, customer equipment failure or related components. It will be at Host Me Faster’s sole discretion to adjudicate any claims arising hereunder and to determine fault and identify failure to perform under the obligations of this Service Level Agreement.