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Service Level Agreement COVERAGE In order for you to receive a credit on your
account, you must request such credit within seven (7) business
days after you experienced web site unavailability so that we
may check our stats. You must request credit by sending a request
to our billing department via our helpdesk. The message must contain
your domain name, the dates and times of the unavailability of
your web site, and such other customer identification requested
by CentrioSolutions. 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 that there is no web site
availability. Credits shall not be provided to you in the event that you have no web site availability resulting from (i) scheduled maintenance, (ii) your behavior or the performance or failure of your equipment, programs or applications, or (iii) circumstances beyond CentrioSolutions'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, DDoS attacks (distributed denial-of-service), unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), 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. LIMITATIONS Online problems occur continuously. There might come a time when you cannot access your website or any other service. This is not necessarily due to CentrioSolutions. Perhaps your ISP is experiencing technical difficulties, or there might be a routing problem between your ISP and the data center utilized and maintained by CentrioSolutions, making communication difficult or impossible. We cannot bear the responsibility of such problems. Our monitoring agents determine the up time of our service, and not any one client's experience. DEDICATED SERVER RESTORE CentrioSolutions is not responsible for the restoration of data to server. We strongly recommend that your purchase backup options for your server, and keep copies of your data off-site with you for emergency purposes. If hardware failure and data loss occur, you the client, are responsible for data restoration. CentrioSolutions shall not be liable for loss of data under any circumstance. HARDWARE REPLACEMENT Hardware replacement will occur within 1-8 hours of the reported problem, CentrioSolutions will refund 5% of the monthly fee per additional 8 hours of down time (up to 100% of customer's monthly fee). In order to reduce replacement hardware downtime, we keep a certain quantity of pre-built systems on hand to swap out hard disks so that your server can be back up in the shortest amount of time. For hard disk failures, we keep pre-installed drives with our standard partitioning for immediate deployment. In order to request a SLA hardware violation credit, you must within 10 days of reported violation contact our sales department via support. SLA violations will be reviewed by our personnel Monday - Friday 9AM to 5PM EST. *Hardware SLA violations do not cover network violation |
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To learn more about CentrioSolutions products and services click here or contact us at 801-303-0570.   ©2008 Centriosolutions, LLC. All Rights reserved. Centrio and Customer Centric Marketing are trademarks of CentrioSolutions LLC. |
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