Performance Credit exclusions: The following are excluded from the monthly calculation of Service Availability:
· Scheduled downtime
· Problems outside of TAHANAN WEB HOSTING network (upstream providers, or client’s inbound connection) not effecting 100% loss to our network
· Interruptions or failure of individual service caused by client, their employees, client’s customers, etc. to their service. These include inaccurate configuration, 3rd party software, client abuse or over utilization of resources, hacked servers, attacks, exploits, or server hardware failures.
Server Hardware for Dedicated, or Co-Located Servers
Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included for Dedicated Servers, and switches for Co-Located Servers, unless client provides their own switch.
Hardware replacement will occur within 12 hours of the reported problem, TAHANAN WEB HOSTING will refund 5% of the monthly fee per additional 6 hours of down time (up to 100% of customer's monthly fee). In order to reduce replacement hardware downtime, we keep a small quantity of pre-built systems on hand to swap out Hard disks, so that your server can be back up in the shortest amount of time. For Hard disk failures, we keep pre-installed drives with our standard partitioning for immediate deployment. In order to request an SLA hardware violation credit, you must E-mail us within 10 days of reported violation. SLA violations will be reviewed by our personnel Monday - Friday 9AM to 6PM (PH). *Hardware SLA violations do not cover network violation*
Performance Credit exclusions: The following are excluded from the monthly calculation of Service Availability:
· Scheduled downtime
· Interruptions or failure of individual service caused by client, their employees, client’s customers, etc. to their service. These include inaccurate configuration, 3rd party software, client abuse or over utilization of resources, hacked servers, attacks, exploits, or server hardware failures. |
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