Uptime SLA aka Uptime Service Level Agreement

99.9% Uptime Guarantee SLA.

Coverage; Definitions

This Service Level Agreement (SLA) applies to you ("customer") if you have ordered any of the following shared hosting services from MangoXchange. (the "Services") and your account is current (i.e., not past due and not suspended/terminated due to non-payment) with MangoXchange. 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, as measured by MangoXchange.

In this SLA, "MangoXchange", "we" or "our" refers to MangoXchange, "client", "customer", "you", or "your" refers to the individual or company that subscribes to shared hosting service(s) provided by MangoXchange.

Service Level

MangoXchange aims to achieve 100% Web Site Availability for all customers.

    Subject to Sections 1 and 2 below, if the Web Site Availability of customer's Web site is less than 100%, MangoXchange 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 Availability Credit Percentage
    99.9 to 100% 0%
    99.8% to 95% 5%
    95% to 97.9% 10%
    90% to 94.9% 15%
    89.9% or below 50%

  1. 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:

    1. a. circumstances beyond MangoXchange' 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;

    2. b. failure of access circuits to MangoXchange NOC network, unless such failure is caused solely by MangoXchange;

    3. c. scheduled maintenance and emergency maintenance and upgrades;

    4. d. DNS issues outside the direct control of MangoXchange;

    5. e. issues with FTP, POP, IMAP, or SMTP customer access;

    6. f. false SLA breaches reported as a result of outages or errors of any MangoXchange measurement system;

    7. g. 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, PHP, etc), any negligence, willful misconduct, or use of the Services in breach of MangoXchange' Acceptable Users Policy;

    8. h. e-mail or webmail delivery and transmission;

    9. i. DNS (Domain Name Server) Propagation.

    10. j. Expiry of Domain Name.

    11. k. outages elsewhere on the Internet that hinder access to your account. MangoXchange is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. MangoXchange will guarantee only those areas considered under the control of MangoXchange : MangoXchange' routers, MangoXchange switches, and MangoXchange Networks' servers.


  2. Credit Request and Payment Procedures

    In order to receive a credit, customer must make a request therefor by sending an email message to sales@MangoXchange. Each request in connection with this SLA must include customer's domain name, contact details and the dates and times of the unavailability of customer's Web site and must be received by MangoXchange within five (7) business days after customer's Web Site was not available. Upon confirmation of the unavailability by MangoXchange, credits will be applied within two billing cycles after MangoXchange receipt of customer's credit request.

    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. Credits are exclusive of any applicable taxes charged to customer or collected by MangoXchange and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Web Site Availability of customer's Web site.

Any doubt against our policy, please email your questions to dnq@mangoxchange.com


Last updated 01/05/2008

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