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Dallas Website Design Company Master Service Level Agreement

Service Credits:  Service credits are available for services contracted for, but not delivered according to the service level agreement.  Service credits are not available to customers more than 30 days in arrears on their billing cycle.  Valid approved service credits will appear as a credit for services on the next billable invoice.  Service credits shall not result in monies paid by Dallas Website Design Company directly to the customer.  All service credit requests must be in writing and emailed directly to  within 10 days from the date of the service level failure.  Failure to request a service credit within 10 days of the service failure will result in an automatic waiver of any rights under the Master Service Level Agreement.  Normal scheduled maintenance and upgrades are not covered in the uptime guarantee. 
 
99.9% Network Guarantee:  Dallas Website Design Company offers a 99.9% uptime guarantee on all network related services (i.e. bandwidth, routers, switches, and cabling,).  The 99.9% uptime guarantee is applicable to all network services delivered to customers via a single independent network drop.  Customer generated outages created by failed equipment, exploited servers, misconfigurations or traffic in excess of the maximum allowed by contract are not subject to the SLA. Service credits are based directly on all equipment and/or services affected by a network outage.  Services or hardware not related to the network outage will not qualify for a service credit.
 
Performance:  Dallas Website Design Company guarantees a maximum average 40ms (milliseconds) network route from the input connection in the customer cabinet through the internal network and out to the first BGP peer calculated over a 24 hour period.
 
Availability:  Dallas Website Design Company guarantees 99.9% uptime on all redundant internet connectivity.  Connectivity is measured as traffic routing into and out of customer equipment through the internal network out to Internet carriers.  Dallas Website Design Company does not guarantee third party carrier latency or peering problems not utilized by Dallas Website Design Company. 
 
Compensation:  If network latency is greater than 40ms for more than 24 hours, the following network service credits apply.

>40milliseconds

Service Credit Per Month

Less than 24 hours

Guaranteed

24 to 36 hours

10%

36 to 48 hours

20%

48 to 60 hours

40%

60 to 72 hours

75%

72 to 96 hours

100%

 

 

In addition, any interruption of network service causing complete failure in routing potentially qualifies for a service credit as described below. 
 

Uptime

Service Credit Per Month

99.90%

Guaranteed

99.80%

10%

99.50%

20%

99.30%

40%

99.00%

75%

98.00%

100%

 

Power Guarantee:  Dallas Website Design Company guarantees a 100% uptime on all power located in the datacenter area for customer use.  Power is defined as TXU supplied power and alternate power via UPS battery backup power and generator supplied power.  The 100% uptime does not cover customer generated outages due to excessive amperage on individual customer circuits or excessive amperage on a local power strips inside customer cabinets.  A and B power drops are available.

 

Compensation:  Failure to supply power in the amount contracted for on a continuous non-interrupted basis will result in a service credit as described below.  Service credit amounts will be based upon outages on equipment or services directly affected by the power outage.  Service credits are not available for equipment and/or services not affected by power outages. 

 

Uptime

Service Credit Per Month

100.00%

Guaranteed

99.90%

10%

99.80%

20%

99.50%

40%

99.30%

75%

99.00%

100%

 


Hardware Guarantee:  Dallas Website Design Company guarantees all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin immediately upon identification of the hardware failure and is guaranteed to be complete within 2 hours of problem identification.  Hardware is defined as the routers, switches, disk arrays, tape backup systems, processors, RAM, hard disks, motherboards, NICs, power supplies, raid controllers, and any other hardware leased through Dallas Website Design Company.

 

Compensation:  Dallas Website Design Company guarantees all hardware and a service credit will be issued for all outages that occur and result in downtime in excess of 2 hours.  Downtime does not include time required to rebuild raid systems, load operating systems, applications, etc.  Downtime is measured from the time a hardware problem is logged in our tech support database until the hardware, or a reasonable substitute, has been replaced.  
   

Hardware Downtime

Service Credit Per Month

2 hours

Guaranteed

4 hours

10%

8 hours

20%

16 hours

40%

24 hours

75%

48 hours

100%

 

Scheduled Maintenance:  The scheduled maintenance and upgrade window for all customers are limited to Sunday(s) only and will be performed from 2:00am to 4:00am central standard time.  Notification from Dallas Website Design Company administrative staff will occur at least 5 days prior to work performed.  Notification failure of normal (non-emergency) maintenance by Dallas Website Design Company staff will result in an application of the uptime guarantee.

 

Dallas Website Design Company shall not be liable for failure or delay in performing its obligations hereunder if such failure or delay is due to external circumstances beyond its 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, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Services.  Dallas Website Design Company agrees to exercise reasonable care to prevent such occurrences; however, under no circumstances will Dallas Website Design Company be held liable for any financial or other damages due to such interruptions.  In no event shall Dallas Website Design Company be liable to Customer or any other person for any special, incidental, consequential or punitive damages of any kind, including, without limitation, refunds of fees, loss of profits, cost of cover, loss of income or cost of replacement services.
 

    

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