This Service Level Agreement ("SLA") outlines your Web site's availability ("Uptime Guarantee") for access by third parties via HTTP. TierHost retains sole discretionary power when determining if a guarantee has not been met.
Coverage
99.9% Uptime Guarantee applies to any TierHost customer in good financial standing with TierHost at the time of a service outage.
Service Level Agreement & Specifications
TierHost endeavors to have the content of your web site available for HTTP access by any party in the world 99.9% of the time, as measured by TierHost systems and services.
Credits
In the event that your web site is not available for more than 99.9%, TierHost will credit your account as follows. Credit shall be as calculated below and as measured 24 hours a day in a calendar month, with the maximum credit not to exceed one hundred (100) percent of the monthly service charge for the affected month.
In order for you to receive a credit on your account, you must submit a ticket to the Billing Department using our Help Desk System located in your TierHost Control Center. You must request such credit within fourteen (14) days after you experienced the down time. After TierHost reviews and approves the request, credits will usually be applied within sixty (60) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event of an outage.
Restrictions
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 TierHost's control including, war, strike or other labor disturbance, unavailability/interruption/delay in telecommunications, virus attacks and/or hackers, third party software failure, 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 TierHost Network, unless the failure is caused solely by TierHost.
Emergency maintenance, scheduled maintenance, and system upgrades.
Domain name system (DNS) problems outside of TierHost's control.
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, CGI, Perl, HTML, etc...), any negligence, willful misconduct, or use of the Services in breach of TierHost's Acceptable Use Policy.
Problems elsewhere on the internet that prohibit you or your users from viewing your web site. TierHost 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.
