Service Level Agreement
Revelation Media’s SLA Agreement
Because availability is critical for your mission-critical hosting environment, our Service Level Agreements (SLA's) are designed to protect customers against unscheduled outages. The SLA's provides unsurpassed levels of availability with correspondingly aggressive penalties for failure to comply with them.
1. Preamble
1.1 These Service Level Agreements (SLA's) apply to you (the "Customer") if you have ordered any of the following hosting services from Revelation Media (the "Services") and your account is current (i.e. not past due) with Revelation Media: Hosting Solutions
1.1 These Service Level Agreements (SLA's) apply to you (the "Customer") if you have ordered any of the following hosting services from Revelation Media (the "Services") and your account is current (i.e. not past due) with Revelation Media: Hosting Solutions
1.2 As used herein the terms "Availability" and "Uptime" means the percentage or a particular month (based on 24-hour days for the number of days in the subject month) that the Services are available for use and that the content of customer's Web site is available for access by third parties via HTTP and HTTPS (where applicable), as measured by Revelation Media.
1.3 SLA's valid from 1st October 2006.
2. SLA for Hosting Solutions
2.1 99.7% Service Availability - Subject to Section 3 below, if the availability of the Services is less than 99.7%, Revelation Media 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:
2.1 99.7% Service Availability - Subject to Section 3 below, if the availability of the Services is less than 99.7%, Revelation Media 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:
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Service Availability
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Credit Percentage
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99.7 to 100%
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0%
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98% to 99.7%
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10%
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95% to 97.9%
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20%
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90% to 94.9%
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30%
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89.9% or below
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100%
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2.2 Scheduled Maintenance - Scheduled maintenance shall mean any maintenance to Revelation Media equipment which the Services utilise, or which may affect the Services. The customer will be notified 24 hours in advance and the maintenance period will not be more than 6 hours. Attempts will be made to perform the maintenance at non-peak times where ever possible.
2.3 Price Freeze - We will not increase the price you pay throughout the term of your service, even if the price to new customers changes.
3. Exceptions for Hosting Solutions
3.1 Customer shall not receive any credits under the Hosting Solutions SLA in connection with any failure or deficiency of Availability caused by or associated with:
3.1 Customer shall not receive any credits under the Hosting Solutions SLA in connection with any failure or deficiency of Availability caused by or associated with:
- (a) circumstances beyond Revelation Media's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus or spam attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the SLA;
- (b) failure of access circuits to the Revelation Media Network, unless such failure is caused solely by Revelation Media;
- (c) scheduled maintenance and emergency maintenance and upgrades;
- (d) DNS issues outside the direct control of Revelation Media;
- (e) false SLA breaches reported as a result of outages or errors of any Revelation Media measurement system;
- (f) customer's acts or omissions (or acts or omissions of others engaged or authorised by customer), including, without limitation, custom scripting or coding (e.g., HTML, ASP, PHP, ASP.NET etc), any negligence, willful misconduct, or use of the Services in breach of Revelation Media's Terms and Conditions and Acceptable Use Policy;
- (g) DNS (Domain Name Server) propagation;
- (h) malfunction or maintenance work of the provided online Control Panels;
- (i) outages elsewhere on the Internet that hinder access to the Services. Revelation Media is not responsible for browser or DNS caching that may make the Services appear inaccessible when others can still access them. Revelation Media will guarantee only those areas considered under the control of Revelation Media: Revelation Media server links to the Internet, Revelation Media's routers, and Revelation Media's servers.
4. Credit Request and Payment Procedures
4.1 In order to receive a credit, customer must make a request by sending an email message to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it . Each request in connection with the SLA must include customer's account number (per Revelation Media's invoice) and the dates and times of the unavailability of the Services and must be received by Revelation Media within ten (10) business days after the Services were not available. If the unavailability is confirmed by Revelation Media, credits will be applied within two billing cycles after Revelation Media's receipt of customer's credit request.
4.2 Credits are not refundable and can be used only towards future billing charges.
4.3 Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under the SLA shall not exceed the total fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by Revelation Media and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Availability of the Services.
4.1 In order to receive a credit, customer must make a request by sending an email message to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it . Each request in connection with the SLA must include customer's account number (per Revelation Media's invoice) and the dates and times of the unavailability of the Services and must be received by Revelation Media within ten (10) business days after the Services were not available. If the unavailability is confirmed by Revelation Media, credits will be applied within two billing cycles after Revelation Media's receipt of customer's credit request.
4.2 Credits are not refundable and can be used only towards future billing charges.
4.3 Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under the SLA shall not exceed the total fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by Revelation Media and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Availability of the Services.
5. Revisions
5.1 Revelation Media reserves the right to revise, amend, or modify the Service Level Agreements, and any of our other policies and agreements at any time and in any manner.
5.1 Revelation Media reserves the right to revise, amend, or modify the Service Level Agreements, and any of our other policies and agreements at any time and in any manner.
