These Server Wala Service Level Agreements (SLAs) provide Customer with certain rights and remedies regarding the performance of the Server Wala and servers (as defined below). Use of Server Wala Service constitutes acceptance and agreement to Server Wala TOS (Terms of Service) as well as Server Wala (Billing agreement) available on www.serverwala.org
For purposes of these Server Wala SLAs, the following terms have the meanings set forth below:
* "Base Monthly Service Fee" consists solely of the base monthly fee paid by Customer for the affected Server Wala service and excludes all other fees which might be charged to Customer, including, by way of example and not limitation, set-up fees, fees for local loop, space rental fees, charges for additional services such as managed services, incremental bandwidth usage or hard drives beyond that which is available without additional charge under Server Wala standard rates, hourly support, and other types of optional additional services.
As described in more detail below, this Server Wala SLAs provides commitments based upon goals in the following key areas:
100% Service Uptime Guarantee.
Do to our extensive network infrastructure, Server Wala can provide its customers with a 100% Network Uptime
Guarantee. In the event that any service does not experience 100% uptime in a given month, Server Wala will credit 5% of customer's base monthly service fee for the first hour of downtime and subsequently an additional 5% for each hour of downtime thereafter with a maximum of an 80% refund. Any emergency scheduled downtime taken by Server Wala will not apply towards this downtime calculation, nor to the credit calculation. This guarantee applies to ServerWala network uptime and not to any hardware, software or services running on a customer's server.