Service Level Agreement
Introduction and Purpose
This document sets forth the principles, guidelines and requirements of the Service Level Agreement of Digital Flare, LLC. ("Company") and subsidiaries governing the use by the Customer ("Customer") of the Company's services and products ("Services and Products"). The Purpose of Company's Service Level Agreement, hereinafter referred to as the SLA, is to set forth guidelines for the level of service provided by Company.
Colocation Servers
Description
Digital Flare, LLC recognizes that network availability is critical to Server Colocation customers. Digital Flare, LLC backs its commitment and focus on operational excellence and reliability by providing a network uptime guarantee of 99.9% for Server Colocation customers. The network is comprised of the Local Area Network (LAN) in the data center and the various Digital Flare, LLC backbone providers.
Credits
If in any given calendar month, inaccessibility to your server for more than 130 minutes is caused solely by either the Digital Flare, LLC data center LAN or the various Digital Flare, LLC backbone providers then Digital Flare, LLC will credit your account 25% of that month's committed rate bandwidth fee.
Exclusions
This guarantee excludes (a) scheduled maintenance windows, (b) planned service outages, including emergency maintenance (c) local loop faults, and (d) customer-enabled faults.
Dedicated Servers
Digital Flare, LLC recognizes that the best outsourced hosting providers are committed to keeping server response times low and reliability high.
Digital Flare, LLC recognizes that network availability is critical to Digital Flare, LLC Dedicated Server customers. Digital Flare, LLC backs its commitment and focus on operational excellence and reliability by providing a network uptime guarantee of 99.9% for Digital Flare, LLC Dedicated Server customers. The network is comprised of the Local Area Network (LAN) in the data center and the various Digital Flare, LLC backbone providers.
Credits
If in any given calendar month, inaccessibility to your server for more than 130 minutes is caused solely by either the Digital Flare, LLC data center LAN or the various Digital Flare, LLC backbone providers then Digital Flare, LLC will credit your account 25% of that month's committed rate bandwidth fee.
Exclusions
This guarantee excludes (a) scheduled maintenance windows, (b) planned service outages, including emergency maintenance (c) local loop faults, and (d) customer-enabled faults.
Virtual Hosting
All virtual hosting accounts are backed with a 30 day money back guarantee. If for any reason a Digital Flare, LLC customer is not satisfied with our services, please notify our Billing Department within 30 days of account activation, and a full refund will be issued without question.
Exclusion
This guarantee excludes (a) customers in violation of our Terms of Service or Acceptable Use Policy.