1. 99.9% Uptime Guarantee
(1.) Coverage
This 99.9% uptime guarantee applies to any 4eSolution client in good
financial standing with 4eSolution at the time of a service outage.
(2.) Service Level Agreement & Specifications
4eSolution endeavors to have the content of your web site available
for http access by any party in the world 99.9% of the time. Network downtime
(unavailability) is defined as 100% packet loss from 4eSolution to
its backbone providers. Downtime is measured past 10 minutes after notification
of network failure via 4eSolution's online ticketing system. If the
ticketing system itself is unreachable, the ticket must be started by
calling the 4eSolution NOC. 4eSolution's administrators will determine
the end of the downtime by a traceroute to the customer's machine from
outside the 4eSolution network.
(3.) Credits
a. Shared Hosting - In the event that your web site is not available for
more than 99.9%, 4eSolution will credit the following month's service
fee as follows. For any shared hosting client, such credit shall be retroactive
and shall be as calculated below and as measured 24 hours a day in a calendar
month, with the maximum credit not to exceed fifty (50) percent of the
monthly service charge for the affected month.
| Monthly
Uptime |
Credit |
| 95%
to 99.8% |
10% |
| 90%
to 94.9% |
20% |
| 89.9%
or below |
50% |
b. Managed Dedicated Servers - For managed dedicated server customers if
the uptime is between 98.9% and 99.9% for any particular month the credit
shall be retroactive and equivalent to the difference between the guaranteed
level of availability of the customer's services during the month and the
calculated actual level of availability of the customer's services, multiplied
by the actual charges incurred by the customer for the services during that
month period. In addition, for managed dedicated server, customers may be
entitled to additional credits as calculated below and as measured 24-hours
a day in a calendar month, with the maximum credit not to exceed twenty-five
percent (25%) of the monthly service charge for the affected month.
| Minutes
of continuous downtime |
Credit |
| 60 |
10% |
| 5+
60 minute intervals |
25% |
In order for you to receive a credit on your account, you must request such
credit within seven (7) days after you experienced the down time. You must
request credit by sending an electronic mail message to refunds@4eSolution.com.
For security, the body of this message must contain your account number,
the dates and times of the unavailability of your website, and such other
customer identification requested by 4eSolution. 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.
(4.) Restrictions
Credits shall not be provided to you in the event that you have any outage
resulting from (1.) scheduled maintenance as posted from time to time at
4eSolution, (2.) your behavior or the performance or failure of your
equipment, facilities or applications, or (3.) circumstances beyond 4eSolution's reasonable control, including, without limitation, acts of any
governmental body, war, insurrection, sabotage, embargo, fire, flood, strike
or other labor disturbance, interruption of or delay in transportation,
unavailability of interruption or delay in telecommunications or third party
services, including DNS propagation, domain name registration / transfer,
failure of third party software or hardware or inability to obtain raw materials,
supplies, or power used in or equipment needed for provision of your web
site, or (4.) a client breaking any item in 4eSolution's "terms of conditions
and acceptable use policy" causing a machine to fail as a result.
2. Price Freeze Guarantee
4eSolution guarantees for as long as you are a contiunous client, in
good financial standing, and you keep renewing your contract for web hosting
service, we gurantee that you will be locked into paying todays web hosting
prices forever. If your web hosting package gets upgraded with new features,
more web space or bandwidth we will add these additional new services to
your account for free while keeping your low price in tact.
3. 30 Day Money Back Guarantee
At 4eSolution customer satisfaction is our main priority! Each of 4eSolution's services carries a 30 day money back guarantee. If you are not
completely satisfied with our services within the first 30 days of usage
you will be given a full refund of the monthly fees excluding setup fees,
addons, overages, or Network Solutions domain registration. Setup fee will
be retroactively charged if waived or discounted in the original charge.
Setup fees are only refundable if the account order is canceled prior to
activation.
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