Service Level Agreement

Effective Date:
This Service Level Agreement was last updated on December 1, 2010.

100% Network Uptime
ManobanWeb guarantees network availability for our public network to be 99.8%. In the event that our network does not experience 99.8% uptime in a given month, ManobanWeb will refund 5% of the customer's monthly service fees for those services affected, for each 30 minutes of network downtime experienced unto 100% of the monthly services fees for those services affected.

Terms
All SLA claims must be filed by opening a ticket with 'management' through My.ManobanWeb within 7 days of the incident. The ticket should include all the relevant information, including domain name and a full description of the incident. All SLA credits will be issues a service credits against future invoices. Network downtime is measured from the time the network is 100% unreachable until connectivity has been restored. Any scheduled downtime or network maintenance will not apply towards this downtime calculation. Clients currently in arrears for services do not qualify for SLA claims. Clients participating in malicious or aggressive activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.

 

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