Effective Date: 6.12.2024.
The objective of this SLA is to document the availability of the Service that Optimum Web Host is to achieve. This does not constitute any additional liability to Optimum Web Host, but instead a self-assumed obligation towards the Client.
Under the conditions below Optimum Web Host offers to pay the Client service credits if the availability defined below is not met.
Optimum Web Host shall guarantee the availability will be 99.9% in any calendar month, subject to exclusions as defined below. If Optimum Web Host fails to meet this guarantee a credit shall be available to the Client as defined below.
Availability calculation exclusions
The availability calculation shall exclude periods when outages arise from, or are otherwise indirectly caused by:
- Outage periods due to any cause other than faults by Optimum Web Host, including faults or negligence of the Client or problems associated with equipment connected on the Client’s side of Optimum Web Host delivery point,
- In case that the Client’s equipment should cause negative effects on the performance, quality and/or operation of the Optimum Web Host Network, Optimum Web Host will proceed to disconnect the link, for benefit of the rest of users of the Optimum Web Host Network. This disconnection won’t be cause of penalty under the SLA. Optimum Web Host will notify the Client as soon as possible about this issue in order for the Client to repair the problems.
- Outage periods reported by the Client in which no fault is observed or confirmed by Optimum Web Host,
- Any fault period during which service is suspended under provision in this Agreement,
- The Client requesting Optimum Web Host to upgrade the capacity of the service, if this operation results in an outage.
- During Scheduled Maintenance affecting the Services as defined above.
- Performance degradations and service loss due to Denial Of Service attacks or other unlawful attacks generated inside the Client’s network or executed against users inside the Client’s network or the Client network infrastructure, will be excluded from SLA calculation as it is within the Client’s responsibility to put in place the relevant protection mechanisms inside its network to protect itself and its clients.
Neither Party will be obliged to carry out any obligation under this Agreement where performance of such obligation is prevented by the occurrence of a Force Majeure Event. No commitment from Optimum Web Host applies in case of Force Majeure.
Credit levels
Should the Client not have access to the Services as defined above, Optimum Web Host shall credit the client as follows:
<100% and > 99.8% | 5% of monthly cost, applicable as credit |
95% to 99.8% | 10% of monthly cost, applicable as credit |
90% to 94.9% | 25% of monthly cost, applicable as credit |
60% to 89.9% | 40% of monthly cost, applicable as credit |
< 60% | A maximum of 100% monthly credit |
The credit applies to the contracted service. The Client shall not be entitled to any credits under this SLA if any payment of the price for the Services is overdue under the terms of this Agreement.
The credit shall be made for the element of the Services that were not available, it will not be made for the whole service. (E.G. If a shared server and backup service are ordered, but the backup service is not available for a period of time, the credit will be calculated based on the price of the backup service, not the combined price of the dedicated server and backup service.)
Any credit is subject to the Client notifying Optimum Web Host within 7 days in writing. This Client agrees the service credits due under this SLA are its sole remedy against Optimum Web Host for any non-availability of the Services.
This Service Level Agreement is valid together with all the terms and policies listed below: