Service Level of Agreement
e-Tech (e-Tech Mandiri) is proud to offer an exceptional level of
performance, reliability, and service. That is why we are making commitments
to our customers in the form of a Service Level Agreement (SLA) which
provides certain rights and remedies regarding the performance of
the e-Tech network. The e-Tech Service Level Agreement (SLA) guarantees
our network/equipment reliability and performance.
Uptime Guarantee:
The Provider strives to maintain a 99.5% network and server uptime
service level. This uptime percentage is a monthly figure, and is
calculated solely by the Provider's monitoring systems or authorized/contracted
outside monitoring services. If the Provider fails to meet it's 99.5%
uptime guarantee, and it is not due to one of the exceptions below,
credits will be made available to each client, upon request, on a
case by case basis. The Provider does not credit a full month's service
for minor downtime. "Partial refunds for partial downtime"
is our standard policy. Details on how credit amounts are calculated
can be found below.
Exceptions:
Customer shall not receive any credits under this SLA in connection
with any failure or deficiency of the Provider's network caused by
or associated with:
- Circumstances beyond reasonable control, including, without limitation,
acts of any governmental body, war, insurrection, sabotage, embargo,
"Acts of God" (ie...fire, flood, earthquake, tornado,
etc...), strike or other labor disturbance, interruption of or delay
in transportation, unavailability of or interruption or delay in
telecommunications or third party services, failure of third party
software or inability to obtain raw materials, supplies, or power
used in or equipment needed for provision of the Service Level Agreement
- Telco Failure (ie... Verizon™ cutting a fiber line somewhere)
- Backbone peering point issues (ie...UUnet™ having a router
go down in Virginia that wipes out internet service for the entire
East Coast)
- Scheduled maintenance for hardware/software upgrades
- Hardware failure (faulty hardware is rare, but cannot be predicted
nor avoided).
- Software bugs/flaws (Expolits and bugs may develop that cause
security issues or downtime)
- DNS issues not within the direct control of e-Tech Mandiri
- Network floods, hacks, attacks from outside parties or individuals
- Failure or error of any e-Tech monitoring or measurement system
- Client's acts or omissions, including without limitation, any
negligence, willful misconduct, or use of the Provider's service(s)
in breach of the Provider's Policy and Service Guidelines (AUP),
by Client or others authorized by Client.
Connectivity:
The Provider's goal is to make the network available to the Client
free of outages for 99.5% of the time. An "outage" is defined
as an instance in which Client is unable to transmit and receive IP
packets due to service failure for more than 15 consecutive minutes,
excluding service failures relating to scheduled maintenance and upgrades.
Measurement:
The Provider will periodically (on average every 10 minutes) monitor
the network and server availability using software and hardware components
capable of measuring application traffic and responses. Client acknowledges
that such measurements may not measure the exact path traversed by
Client's internet connection, and that such measurements constitute
measurements across the Provider's network but not other networks
to which Client may connect. The Provider reserves the right to periodically
change the measurement points and methodologies it uses without notice
to Client.
Hardware Failure:
The Provider stands behind all equipment on our network. Faulty hardware
is rare, but cannot be predicted nor avoided. The network utilizes
only name brand hardware of the highest quality and performance. All
faulty hardware affecting performance levels of equipment will be
replaced within 48 hours, which includes hardware issues that cause
server crashes or speed issues. Hardware failure resulting in complete
network/server outage/downtime will be corrected within two hours
of problem identification. Router failure is an exception to this
SLA guarantee, and may require on-site Cisco™ engineers or backbone
provider emergency personnel to correct the problem.
Credits:
Credit requests must be made to the Provider's Support Department,
by emailing
.
Each request in connection with network/server outages/downtime
must be received by the Provider within five days of the occurrence.
Upon Client's request (in accordance with the procedure set forth
below), the Provider will issue a credit to Client for network/server
outages/downtime occurring during any calendar month that are reported
by the Client to the Provider and confirmed by the Provider's measurement
reporting. Such credit will be equal to 8 hours service extension
for every 15 minutes of network outage/downtime to be credited at
the end of the period paid.
General:
The Provider reserves the right to change or modify this SLA to benefit
the Client, and will post changes to location currently housing this
SLA at time of modification, which will be made available to Client.
Except as set forth in this SLA, the Provider makes no claims regarding
the availability or performance of the Provider's network or servers.
|
 |