NAMESCO LIMITED
SERVICE LEVEL AGREEMENT FOR DEDICATED SERVERS (SLA)
GENERAL PROVISIONS
In these agreements, "you" and "your" refer to each customer and its agents, including each person listed in your account information as being associated with your account, and "we", "us" and "our" refer collectively to Namesco Limited and its wholly owned subsidiaries.
100% UPTIME GUARANTEE
Specification
The 100% Uptime Guarantee applies to all managed and unmanaged dedicated servers leased from us. If there are any overdue payments for dedicated server products or services listed on your account at the time of the downtime, the guarantee is null and void. The guarantee does not include outages caused by scheduled maintenance. The guarantee is valid during the initial 12-month contract. If the 12-month contract is renewed, the guarantee will continue for a further 12 months. This guarantee applies to network and hardware uptime as specified below.
Network Uptime
We guarantee that our network will be available to the Internet 100% of the time in a given month. The guarantee does not include availability to any specific point on the Internet.
Hardware Uptime
We guarantee that your server hardware is available 100% of the time in a given month. Downtime is defined as where a hardware component is not functioning correctly and causes your server to be unavailable.
Credits
If we fail to achieve 100% uptime, you may make a claim for credit on your account based on the following uptime table.
| Monthly Uptime | Credit |
|---|---|
| Up to and including 12 hours | 10% |
| More than 12 hours and up to and including 72 hours | 30% |
| Over 72 hours | 50% |
You may make multiple claims in a given month for different periods of downtime up to a maximum credit of 100% of your monthly payment for the specific server. For the purpose of claiming credit, downtime officially starts from the time you log a report notifying us of the downtime.
Claims Procedure
A claim must be made by downloading the "Claim for Credit" document by clicking here and completing all required fields and either posting it to our Customer Care Team at Acton House, Perdiswell Park, Worcester, WR3 7GD or faxing it to us on 0845 363 3631 (or, if faxing from abroad, +44 (1905) 342 343) within 5 working days of the downtime ending.
