Service Level Agreement - SLA
We understand how important it is for your hosting account to be available 100% of the time you host with us which is why we will issue a credit to your account should we fall below your level of expectations.
The following is our SLA (Service Level Agreement) for all shared & reseller hosting accounts:
Coverage; Definitions
This Web Site Availability Service Level Agreement (SLA) applies to you ("customer") if you have ordered any of the following hosting services from Blue Prawn Internet (the "Services") and your account is current (i.e., not past due) with Blue Prawn Internet:
As used herein, the term "Web Site Availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer's Web site is available for access by third parties via HTTP and HTTPS, as measured by Blue Prawn Internet.
Service Level
Blue Prawn Internet's goal is to achieve 100% Web Availibility for all customers.
Subject to Exceptions and the Credit Request Procedure below, if the Web Site Availability of customer's Web site is less than 100%, Blue Prawn Internet will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:
| Web Site Availibility | Credit Percentage |
| 99.9% to 100% | 0% |
| 98% to 99.8% | 10% |
| 95% to 97.9% | 25% |
| 90% to 94.9% | 50% |
| 89.9% or below | 100% |
Exceptions
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Web Site Availability caused by or associated with:
- circumstances beyond Blue Prawn Internet's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
- failure of access circuits to the Blue Prawn Internet Network, unless such failure is caused solely by Blue Prawn Internet;
- scheduled maintenance and emergency maintenance and upgrades;
- DNS issues outside the direct control of Blue Prawn Internet;
- issues with FTP, POP, IMAP, or SMTP customer access;
- false SLA breaches reported as a result of outages or errors of any Blue Prawn Internet measurement system;
- customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of Blue Prawn Internet's Terms and Conditions;
- e-mail or webmail delivery and transmission;
- DNS (Domain Name Server) Propagation.
- outages elsewhere on the Internet that hinder access to your account. Blue Prawn Internet is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. Blue Prawn Internet will guarantee only those areas considered under the control of Blue Prawn Internet: Blue Prawn Internet server links to the Internet, Blue Prawn Internet's routers, and Blue Prawn Internet's servers.
Credit Request and Payment Procedures
In order to receive a credit, customer must make a request therefor by submitting a support ticket. Each request in connection with this SLA must include customer's account number (per Blue Prawn Internet's invoice) and the dates and times of the unavailability of customer's Web site and must be received by Blue Prawn Internet within ten (10) business days after customer's Web Site was not available. If the unavailability is confirmed by Blue Prawn Internet, credits will be applied within two billing cycles after Blue Prawn Internet's receipt of customer's credit request.
Credits are not refundable and can be used only towards future billing charges.
Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services.
