DEDICATED & VPS - SLA
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Network Uptime Service Level Agreement

DigiServ™ Technologies cc guarantees network uptime to be 99.9%. This guarantee assures that all major routing devices within our network are reachable from the global internet 99.9% of the time.

Network SLA Exclusions

Many possible situations are completely beyond the control of DigiServ™ Technologies cc, and therefore are not in the scope of this SLA. These situations include:

1. Scheduled Network Maintenance - occasionally network maintenance will be required. DigiServ™ Technologies cc will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file. Scheduled maintenance periods are not eligible for SLA credits.
   
   
2. Hardware Maintenance - on rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. DigiServ™ Technologies cc will do everything possible to minimize any downtime in these situations. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
   
   
3. Software Maintenance - an important part of managing a dedicated server is keeping the software up to date. If you choose to have DigiServ™ Technologies cc manage your server, occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
   
   
4. Malicious Attacks - if a third party not associated with DigiServ™ Technologies cc initiates a "Denial of Service" or other form of disabling attack against your Dedicated Server or major portions of our network, DigiServ™ Technologies cc will do everything in it's power to stop the attack, but cannot guarantee a resolution time.
   
   
5. CPanel Issues - if you choose to run CPanel and Web Host Manager on your Dedicated Server, the default install will be configured for automatic updates of CPanel related software. On occasion, one of these automatic updates could adversely effect all or part of the CPanel related software on you server. DigiServ™ Technologies cc will do whatever is necessary to fix any Cpanel related problems, but cannot guarantee a resolution time.

Determination of Outage Credits

An "outage" is defined as a disruption of normal network data throughput capacities, outside of reasonable and expected variances. An outage, for the purposes of "outage credits," may not include:

a. Normal periodic but scheduled maintenance time performed by DigiServ™ Technologies cc for the purposes of upgrading or maintaining its network.

b. Internet or network problems external to the DigiServ™ Technologies cc network and beyond its direct control.

c. Issues related to specific Internet Service Providers, Network Access Points (NAPs) or Internet Routes. These will be dealt with through the normal DigiServ™ Technologies cc Network Operations troubleshooting process and handled on an individual basis.

The Customer will pay 100 percent of the full monthly connection fee regardless of any "outage" time, unless the outage time meets the following criteria. If there is more than thirty (30) consecutive minutes of outage, or a total of sixty (60) minutes of outage time on any given day, the Customer will receive a credit on the Customer's bill equal to that day's fee, defined as the monthly fee divided by the number of days in the month in which the outage occurred.

How to Report a Problem

DigiServ™ Technologies cc technicians are available 24 hours a day. There are a number of ways to reach us, including an online help desk, fax and email.
Fax - 086 565 0039
Help Desk - http://www.digiserv.biz/clients/submitticket.php
Email - support@digiserv.biz