Service Level Agreement (SLA)
Web Site Availability Service Level Agreement (SLA)
applies to you ("customer") if you have ordered any
of the following hosting account services from ABCHK
(the "Services") and your account is current (i.e.,
not past due) with ABCHK: Shared Web Hosting Plans,
E-Commerce Plans. As used herein, the term "Web Site
Availability" 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 ABCHK.
goal is to achieve 100% Web Site Availability
for all customers.
to "Monthly Web Site Availability"
table below, if the Web Site Availability
of customer's Web site is less than 100%,
ABCHK will issue a credit to customer in accordance
with the following schedule, with the credit
being calculated on the basis of the monthly
service charge for the affected Services:
Web Site Availability
94.9% or below
Request and Payment Procedures
receive a credit for a Shared hosting account,
the customer must make a request therefore by
sending an e-mail message to email@example.com.
The e-mail message MUST include the domain name
of the customer's account in the "Subject"
line. Each request in connection with this SLA
must include the customer's account number (per
ABCHK's invoice eg ebxxx) and the dates and times
of the unavailability of customer's Web site and
must be received by ABCHK within ten (10) business
days after the customer's Web Site was not available.
If the unavailability is confirmed by ABCHK, credits
will be applied within three months after ABCHK's
receipt of the customer's credit request. Credits
are not refundable and can be used only towards
future billing charges.
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 ABCHK
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.
Credits are not refundable and can be used only
towards future billing charges