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Service Level Agreement
Introduction and Purpose
This document sets forth the principles, guidelines and requirements of the Service Level Agreement of Digital Shells. ("Company") and subsidiaries governing the use by the Customer ("Customer") of the Company's services and products ("Services and Products"). The Purpose of Company's Service Level Agreement, hereinafter referred to as the SLA, is to set forth guidelines for the level of service provided by Company.
Money Back Guarantee
All shell/virtual hosting accounts are backed with a 14 day money back guarantee. If for any reason a Digital Shells customer is not satisfied with our services, please notify our Billing Department within 14 days of account activation, and a full refund will be issued without question.
Exclusion
This guarantee excludes (a) customers in violation of our Terms of Service or Acceptable Use Policy.
Uptime Guarantee
Description
Digital Shells recognizes that network availability is critical to shell/virtual hosting customers. Digital Shells backs its commitment and focus on operational excellence and reliability by providing a network uptime guarantee of 99.9% for shell/virtual hosting customers. The network is comprised of the Local Area Network (LAN) in the data center and the various Digital Shells backbone providers.
Credits
If in any given calendar month, inaccessibility to your server for more than 130 minutes is caused solely by either the Digital Shells data center LAN or the various Digital Shells backbone providers then Digital Shells will credit your account 25% of that month's committed service fee.
Exclusions
This guarantee excludes (a) scheduled maintenance windows, (b) planned service outages, including emergency maintenance (c) local loop faults, and (d) customer-enabled faults.