Service-level agreement
This Service Level Agreement ("SLA") is an addition to the Microweber Terms and Conditions, available at Microweber.com. between you ("Customer") and Microweber.
We
endeavour to provide a 99.9% service uptime, excluding planned or
emergency server maintenance or conditions beyond our reasonable
control. All customers will be notified of planned maintenance as far
as possible in advance through our status page and, should the
maintenance last for longer than 30 minutes, via e-mail.
Server Network
The networks in Microweber selected data centres have been engineered to provide redundancy. This means if any single component fails, there is another piece of equipment that will take over.
Microweber will be responsible for its network and not for the general conditions of the internet. Delays that occur outside of our data centre routers caused by ISP failures or third-party services (including DNS propagation) resulting in degradation of service cannot be guaranteed by Microweber.
Server Hardware
Microweber guarantees the functionality of all server hardware components within their selected data centres and will replace any failed component at no cost to the client.
Hardware is defined as the processors, RAM, hard drives, motherboard and other hardware included with the server.
Server Infrastructure
Our selected data centres are temperature monitored and maintained by multiple air conditioning systems. All servers have fully redundant uninterruptible power supply (UPS) systems as well as backup generators for use during utility power outages.
In the event of any infrastructure outage of more than 24 hours, we will credit 100% refund of any hosting fee for the affected month and is limited to this amount.
Exclusions
This SLA is written in the spirit of partnership. Microweber will always do everything possible to rectify every issue in a timely manner.
However, there are a few exclusions. Our SLA does not apply to:
The problem has been caused by using equipment, software or services in a way that is not recommended.
The client has made unauthorised changes to the configuration or set-up of affected equipment, software or services.
The client has prevented the supplier from performing the required maintenance.
The issue has been caused by unsupported equipment, software or other services.
The configuration of any client software, including web browsers and email clients.
Our SLA does not apply in circumstances that could be reasonably said to be beyond h2o’s control. For instance: floods, war, acts of god and so on.
Our SLA also does not apply if the client is in breach of its contract with the supplier for any reason (e.g. late payment of fees).
Having said all that, Microweber aims to be helpful and accommodating at all times and will do its absolute best to assist our clients wherever possible.
Microweber responsibilities
Microweber will provide and maintain Services used by the client.
Additionally, Microweber will:
Ensure relevant software, services and equipment are available to the client in line with the uptime levels listed above.
Respond to support requests within agreed timescales.
Take steps to escalate and resolve issues in an appropriate, timely manner.
Maintain good communication with the client at all times.
Client responsibilities
The client will use Microweber-provided services as intended.
Additionally, the client will:
Notify Microweber of issues or problems in a timely manner
Provide the supplier with access to equipment, software and services for the purposes of maintenance, updates and fault prevention
Maintain good communication with the supplier at all times.
Credit Requests
To receive an SLA credit please email us within 10 days of the outage. Please include all dates and times of unavailability. Once a request has been verified, we will credit your account within 7 days.