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This Chijmes.Net Service Level Agreement ("SLA") applies to all clients. In the event that the Client determines that a discrepancy in such measurement exists, Client shall promptly notify Chijmes.Net and Chijmes.Net and Client will mutually agree upon the validity and accuracy of the measurement, and upon Client's eligibility for any applicable Performance Credits.
This SLA may be amended at any time by Chijmes.Net.
Chijmes.Net Network is defined as the equipment, software, and facilities within Chijmes.Net network segment, including Chijmes.Net contracted ISP services to which Chijmes.Net network segment is connected and collectively utilized by Chijmes.Net to provide the hosting and co-location services.
Service Availability is the total time in a calendar month that Chijmes.Net is available through the Internet, provided that client has established connectivity. Chijmes.Net takes responsibility for the Service Availability within its immediate network segment, and cannot be held liable for problems directly related to an upstream bandwidth provider. Chijmes.Net Network will be available to clients free of Network Outages for 99.9% of the time.
Service Downtime is any unplanned interruption in Service Availability during which the client is unable to access the services as described in preceding section, provided the interruption is determined to have been caused by a problem in the immediate Chijmes.Net network segment as confirmed by Chijmes.Net. Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. Chijmes.Net is not responsible for any unplanned outages due to third-party software failure. The third-party software are the direct responsibility of the software publisher and not Chijmes.Net.
Scheduled Service Downtime is any Chijmes.Net interruption of Hosting Services. Scheduled Service Downtime occurs during Chijmes.Net server maintenance window, which will be published in Chijmes.Net website.
Performance Credit occurs when 99.9% uptime is not met. Chijmes.Net will refund the customer 1% of the monthly fee for every 120 minutes block of continuous downtime, up to 100% of the customer's monthly fee. Network downtime is measured from the time a trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data. The Performance Credit will be used to pay for next renewal unless client write-in to request for cash payment.
Monitoring Service is the service Chijmes.Net provides in order to analyze availability of HTTP based services and applications through its third party monitoring system.