SERVICE LEVEL AGREEMENT

Service Level Agreement

Digital Zoo - Service Level Agreement (SLA)
Coverage
This Web Site Availability Service Level Agreement applies to YOU if YOU have ordered *any* hosting plans ("Service") and YOU are in good financial standing with Digital Zoo.
 
Service Level
Digital Zoo endeavors to have network connectivity available for http access by third parties 99% of the time ("Web Site Availability").
 
Credits
In the event that there is no Web Site Availability, Digital Zoo will credit the monthly service charge for the Service as calculated below and as measured 24-hours a day in a calendar month, with the maximum credit not to exceed the monthly service charge for the affected month:

In order for YOU to receive a credit on YOUR account, YOU must request such credit within seven (7) business days after YOU experienced no Web Site Availability. YOU must request credit by sending an electronic mail message to info@digitalzoo.co.za. For security, the body of this message must contain YOUR account number/domain name, the dates and times of the unavailability of YOUR web site, and such other customer identification requested by Digital Zoo. 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.
 
Restrictions
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, facilities or applications, or
(iii) circumstances beyond Digital Zoo'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, 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
On-line problems occur continuously. There might come a time when you cannot access your website or any other service. This is not necessarily due to Digital Zoo. Perhaps your ISP (Internet Service Provider eg. Telkom, Mweb, Vodacom etc.) is experiencing technical difficulties, or there might be a routing problem between your ISP and Digital Zoo, making communication difficult or impossible. We cannot bear the responsibility of such problems. Our monitoring agents determine the uptime of our service, and not any one client's experience.
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