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THIS SERVICE LEVEL
AGREEMENT (SLA) DESCRIBES GUARANTEED SERVICE
LEVELS PROVIDED TO OUR CUSTOMERS WHO RECEIVE WEB
HOSTING SERVICES DESCRIBED BELOW.
I. Web Hosting
Services.
Nuvad.com is a web hosting service provider
that endeavors to provide reliable web hosting
services. The following Web Hosting features are
available to Nuvad Technologies customers: HTML
web page serving, including content serving
based on Windows Server 2003 technology.
E-Mail and related features such as web-based
mail reading, sending and delivering of
electronic messages, and SPAM Filtering;
Domain Name Services and related features
such as Domain Registration and Domain
Resolution services;
Database Services such as MS SQL, MySQL, and
MS Access;
Statistics reporting in the form of Raw Log
Files or 3rd party reporting tools (depending on
availability).
II. Technical
Support.
Web Hosting Support
Send support a message with the full
description of your support request including
complete error messages (if applicable), along
with your account name.
When you submit a trouble-ticket by email,
Nuvad's web hosting support experts will receive
your request and attempt to resolve your issue
in the order in which it was received. Most
trouble-tickets are resolved within 24 hours,
but more complex issues may require additional
time. You can monitor your trouble-tickets
progress online via the smarter ticket system
available on the nuvad.com website in the
"Support" section.
By using email to send your support requests,
the nuvad.com system will automatically generate
a trouble-ticket immediately and the support
team can begin troubleshooting the issue
efficiently and effectively. In fact, nuvad.com
will often identify and resolve issues with a
service before our clients are even aware of
them in most cases.
Hours:
Monday through Friday, 9am – 5pm Eastern
Standard Time
Holidays – varies by holiday
If your need exceeds these limited telephone
support areas, the support person can submit a
trouble-ticket on your behalf while you are on
the phone and the next tier of Nuvad's web
hosting support professionals will receive your
request and attempt to resolve your issue in the
order in which it was received. Most
trouble-tickets are resolved within 24 hours,
but more complex issues may require additional
time. You can monitor your trouble-tickets
progress online via the Smarter Ticket system
available on the nuvad.com website in the
"Support" section.
Nuvad strives to answer all support requests
within 48 hours. The response time, however, may
depend on the nature and complexity of the
inquiry, or unexpected email and/or call volume.
48 hour support reply does not apply to any
“how to”, database, connectivity, software
development and/or related inquiries since such
issues often involve extensive research and
testing.
Technical Support assigns the highest
priority to inquiries related to the servers'
unavailability. Such inquiries are addressed
immediately upon notification. It may take some
time to resolve the issue, so you may not get an
immediate reply.
III. Customer
Service, Billing and Sales Inquiries.
Non-technical inquiries regarding your
hosting account should be sent to support@nuvad.com
Billing inquiries should be sent to billing@nuvad.com
Please note: Nuvad must receive notice of
billing disputes within thirty days of the date
your credit card was charged for services.
All inquiries regarding purchase of new
accounts or addition of services should be
addressed to esales@nuvad.com
IV. Issue
Escalation.
If you are concerned with Nuvad hosting
services or if you are unable to resolve a
technical support issue within the parameters
outlined in this Service Level Agreement,
contact the CEO of Nuvad at exec@nuvad.com
regarding your concerns. Your concerns will be
reviewed, investigated, and responded to within
two to three business days. As issues may be
complex or require extensive investigation, this
response time does not imply that a resolution
is guaranteed within two to three business days.
V. Account
Provisioning and Server Management.
Account provisioning and server management
tasks such as new account creation, password
changes, and email address changes can be
completed via the online control center at
http://www.nuvad.net/ Complex tasks that cannot
be completed via the control center should be
sent to the Nuvad support team at support@nuvad.com.
VI. Service
Availability.
Nuvad is committed to providing the
highest quality service to all customers. To
support this commitment, Nuvad gives the
following service level guaranties and observes
the following schedule of penalties for any
failure to meet those guarantees.
Nuvad guarantees 99.5% Service
Availability, measured on a calendar-month
basis. Service Availability is defined as the
ability of a user within an organization to:
1) Serve web pages from our hosting location,
and;
2) Send and receive messages via the email
server, provided that the user meets the
requirements under Section X, below.
Note: Web and Email server unavailability caused
by denial of service attacks, mail bombing,
extreme amounts of traffic in a short period of
time, and/or other Denial of Service techniques
is not included in uptime/downtime calculations
(see below).
Hosting Infrastructure
Unavailability
Nuvad monitors the Nuvad infrastructure as a
whole but does not monitor individual websites,
databases or mailboxes. Web and Email server
unavailability caused by denial of service
attacks, mail bombing, extreme amounts of
traffic in a short period of time, and/or other
Denial of Service techniques is not included in
uptime/downtime calculations.
Please note: Server downtime is not recorded
and no credit is issued during scheduled or
emergency system maintenance. Outages caused by
the actions beyond Nuvad's control including,
but not limited to DoS attacks, extreme amounts
of traffic in a short period of time, and/or
other forms of intrusion are excluded from the
uptime/downtime calculations.
Network Availability
Service unavailability resulting from network
unavailability will not be included in the
Service Availability calculation. Network
unavailability is defined as Nuvad network's
inability to pass incoming and outgoing TCP/IP
traffic, including but not limited to backbone
problems, problems on the customer's portion of
the network, interruptions of service caused by
denial of service or similar attacks or other
forms of intrusion.
Hardware Failure
In the event of a Nuvad server hardware
failure, Nuvad shall replace or repair hardware
within twenty-four hours of Nuvad’s
determination that the hardware has failed. Such
hardware failure, and repair and replacement of
the hardware and the associated downtime shall
not affect the Service Availability calculation.
Scheduled Maintenance
To guarantee optimal performance of the
hosting infrastructure, it is necessary for Nuvad
to perform routine maintenance on the servers.
Such maintenance often requires taking Nuvad
web and email servers off-line, typically
performed during off-peak hours.
Nuvad will give you advance notice of
maintenance requiring the servers to be taken
off-line whenever possible. Nuvad reserves four
hours of Service unavailability per month for
maintenance purposes. Such unavailability is not
included in the Service Availability
calculation.
Refund for
Non-compliance – Hosting Infrastructure
availability
For each full 1% of Service availability
falling below the guaranteed 99.5% up-time
guarantee, upon your notification (described
below), Nuvad will provide you with a refund in
the amount of 5% of that month’s paid regular
service charges.
To receive the refund you must send a request
with your account username, including all dates
and times of server unavailability, to support@nuvad.com
, in the month immediately following the
month for which the refund is requested.
Nuvad will then compare the information
provided by you to the server availability
monitoring data Nuvad maintains and notify you
of the issuance of any refund. A refund is
issued if the unavailability warranting the
refund is confirmed by Nuvad server monitoring
data.
Maximum Total Refund
The total refund to you for any account may
not exceed 50% of the monthly fees paid for that
account during the month for which the refund is
to be issued.
VII. Ownership
of Data.
All data created or stored by you within Nuvad
servers are your property. Nuvad shall allow
access to such data by only authorized Nuvad
personnel. Nuvad makes no claim of ownership of
any web server content, e-mail content, or any
other type of data contained within the account
holder's server space or within applications on Nuvad
servers.
VIII. Data
Integrity.
Shared Hosting package includes Backup
Services which includes: full server backup
performed once weekly to the shared tape backup
device over the network; differential server
backup performed once nightly to the shared tape
backup device over the network; backup copy
retention time is one week;
Back-up Services do not include the process of
restoring individual files, mailboxes or parts
thereof. Nuvad can restore the content of your
website for a flat fee of $50 and any additional
support required at an hourly rate of $125 or
the current billable rate. Nuvad is not
responsible for data loss resulting from the
failure or loss of backup media an/or hardware
failure.
IX.
Data Retention.
COMPANY SHALL NOT RETAIN ANY OF YOUR DATA
INCLUDING BUT NOT LIMITED TO THE CONTENT OF YOUR
WEBSITE, EMAIL, LOG FILES, AND BACKUP COPIES.
ALL DATA IS DELETED FROM THE SERVERS AND BACK-UP
MEDIA AFTER ACCOUNT TERMINATION.
X. Customer
Responsibilities.
To access Nuvad services, you must provide at
the very minimum: an Internet connection with
sufficient bandwidth and quality; network
connection should not constrain browsing or
email functionality; a fully functional Internet
browser; Microsoft Outlook/Outlook Express
software for each user who will connect directly
(to the email server). Because nuvad.com is a
"self-service" web hosting solution,
you are responsible for learning the Nuvad
systems (Control Panel et al) and managing your
own website and/or databases in Nuvad. nuvad.com
was designed to put YOU in control. You can
purchase your domain name, upload files through
FTP, add email accounts, and much more. Because
you do all the work and we manage just the
servers and connectivity in our Data Center, we
can offer this service for much less than
dedicated hosting.
There are extensive training materials
available in the Nuvad Support area
("Knowledgebase" and
"Tutorials") to assist you. In
addition there are Nuvad Support staff available
during most business hours via "LIVE
ONLINE" chat (see "Support" area
of the Nuvad, lower right).
If you have an "enterprise" website
or have large/complex databases that are
“business critical”, then Nuvad offers a
"full-service" solution called
"Dedicated Nuvad Web Hosting" and this
is the choice for you. It’s customized to meet
your needs and is completely supported by a
separate enterprise web hosting team. It may
cost a bit more than a nuvad.com shared
environment, but its worth it if you aren't
comfortable managing your own website and/or
databases. If you are interested in
"full-service" web hosting, please contact
us for more details.
XI.
Amendments.
This Agreement may be amended from time to
time at the discretion of Nuvad Technologies,
Inc. You will be notified of any changes via the
website.
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