Our Service Level Agreement
This agreement sets out the minimum level of service that Snownet is required to meet and the corresponding penalties for not meeting such levels. Our objective is to provide a continuously operating service that is well beyond the minimum levels specified.
Uptime
The guaranteed up-time for network services is 99% each month.
Support
All support requests will be handled as soon as possible. Requests for software upgrades and or installation of new software packages will be processed as soon as possible.
Performance
All Network services are continuously monitored to ensure rapid response to any faults, which may occur. Monitoring is carried out on all primary services.
Service Level Guarantee
The service level guarantee will be measured by Snownet and is based on the up-time. If Snownet determines that primary services were unavailable for period exceeding the maximum allowable under the prescribed up-time target, and extending for a continuous duration of 1 hour or more per instance, upon the customers request, Snownet will credit the customers monthly hosting amount the prorated charges of one (1) day of the Intervolve services fee for each consecutive hour, up to a maximum of 30 days per month. To receive credit if this guarantee has not been met, the customer must contact Intervolve within 30 days of the end of the month for which credit is requested.
Scheduled outages
From time to time upgrades to hardware and or software may be required, such upgrades will be performed outside of business hours. The client will be notified as far as practicable in advance of such upgrades. Scheduled outages under normal conditions should not exceed 5 hours per year. Under normal conditions the client will be advised via email and or telephone no less than 24 hours in advance of any scheduled outage. Under normal conditions the clients input will be sought to identify the most suitable time for a scheduled outage to take place
|
