Service level agreements

To this Service Level Agreement (SLA) every client agrees. In case the client determines a discrepancy, he should notify discount-webdesign.com promptly.  

This SLA may be amended at any time by discount-webdesign.com. 

This SLA can be changed at any time by discount-webdesign.com. The network of discount-webdesign.com is defined as the equipment, software and facilities within our network segment including our contracted ISP Services. 

discount-webdesign.com takes responsibility for the Service availability thither its network segment, and cannot be half liable for problems related to an upstream provider. The network of discount-webdesign.com will be available to clients free of network outages for 99.9 % of the time.

Any unplanned interruption in Service availability is called service downtime which have been caused by a problem of discount-webdesign.com network segment as confirmed by discount-webdesign.com. It is measured as the Toal length of time of the unplanned interruption in service availability during a calendar month. 

discount-webdesign.com is not responsible for any unplanned outages due to third-party software failure and the direct responsibility of the software publisher and not of discount-webdesign.com

Schedules Service Downtime is an interruption of Hosting Services during server maintenance of discount-webdesign.com

Performance Credit occurs when 99.9% uptime is not met. Discount-webdesign will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of the customer’s monthly fee). Network downtime is measured from the time a trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data. 

We provide monitoring services to analyze availability of HTTP based services through its third party monitoring system.

Service Downtime Performance Credit 

In the event of Service Downtime in which monthly Service Availability is less than 99.9%, Client will receive a Performance Credit as described above. 

Service Exclusions 

The following problems are not covered by our SLA:

  • clients local area network
  • Clients provided internet connectivity 
  • Problems inside clients internal network 

Service Downtime Exclusions 

Any utilized schedules service downtime, any problems beyond the discount-webdesign.com network segment, any interruptions, delays or failures caused by client or clients employees, agents or subcontractors, like inaccurate configuration, non compliant user of installed software on the server, server over-utilization initiated by the client, attacks on the machine, like hacking bandwidth based attacks and service operating system exploits are excluded from the monthly calculation of service availability.