March, 18. 2002

>> Conditions & Guarantees : Service Level Guarantees
 
> Introduction
With various webhosting / dedicated server packages we offer a service level guarantee. This means that we will guarantee you a level of uptime as stated below. This is one of our many commitments to you we provide at no extra cost.
 
> Description
We offer a 99.5% Uptime Guarantee. This guarantee means we guarantee to have your website up for 99.5% of the time. Our customers have enjoyed over 99.9% uptime on their accounts for well over a year. Our guarantee only covers our network and servers. We can not guarantee you will be able to reach your website from your dialup to your website because we do not control your ISP or the UK network. There may be a number of problems for your website being down at any time, these could include:

On our Side

  • Server Configuration Error
  • Server actually down (hardware failure)
  • Power outage lasting longer than our UPS and generators cover
  • Leased line outage
  • Routing Problem

On your side

  • Your computer may not be connected to the Internet properly
  • Browser configuration error (wrong proxy, etc)
  • ISP routing problems
  • ISP dialup problems
  • ISP leased line outage

The guarantee is calculated weekly, which means if the service level drops below 99.5% in any given time (i.e. from 00:01 Monday Morning to Sunday 23:59) then you are eligible for one week's worth of credit to your account (hosting package or dedicated server). Claims must be made by fax or writing to our Customer Service department stating the times your site was unavailable and how you tried to connect to it (i.e., what ISP). 

twelveNET's decision on all matters is final.

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