Professional and affordable web site design packages, web
site search engine optimization services, and
web site
maintenance programs for small, growing businesses!
Golden Webs is an innovative website design company based in
Columbus / Westerville, Ohio
800-614-4523
Website Service Level Agreement (SLA) &
Uptime Guarantee
The Golden Web Design Services Service Level Agreement (SLA) covers
certain aspects of our website hosting services. Our goal is to
achieve 100% website availability for all customers. The SLA
serves to provide you confidence and assurance that we stand behind our
hosting accounts.
In the event that your website availability falls below 99.9%, you may
request a credit per the terms and conditions of the SLA. To
request a credit you must contact us.
Requests for credits must be received within ten (10) days after the
incident for which the review is being requested. If the
unavailability is confirmed by us, a credit will be applied within two
(2) weeks toward future website hosting services. Credits are not
refundable and can only be used for current or future charges.
Complete terms and conditions of SLA can be found below.
1. Coverage; Definitions
This Web Site Availability Service Level Agreement (SLA) applies to you
("customer") if your website is hosted by Golden Web Design Services
(the "Services") and your account is current (i.e., not past due).
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 and HTTPS, as measured by Golden Web
Design Services.
2. Service Level
1. Goal
Golden Web Design Services' goal is to achieve 100% Web Site
availability for all customers.
2. Remedy:
Subject to Sections 3 and 4 below, if the Web Site Availability of
customer's Web site is less than 100%, Golden Web Design Services 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%
98% to 99.8% - 10%
95% to 97.9% - 25%
90% to 94.9% - 50%
89.9% or below - 100%
3. 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. circumstances beyond our 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. failure of access circuits to our network, unless such failure is
caused solely by Golden Web Design Services;
3. scheduled maintenance and emergency maintenance and upgrades;
4. DNS issues outside the direct control of Golden Web Design Services;
5. issues with FTP, POP, IMAP, or SMTP customer access;
6. false SLA breaches reported as a result of outages or errors of any
Golden Web Design Services measurement system;
7. 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, ASP, etc), any negligence,
willful misconduct, or use of the Services in breach of our Terms and
Conditions and Acceptable Use Policy;
8. email or webmail delivery and transmission;
9. DNS (Domain Name Server) Propagation.
10. outages elsewhere on the Internet that hinder access to your
account. Golden Web Design Services is not responsible for browser or
DNS caching that may make your site appear inaccessible when others can
still access it. Golden Web Design Services will guarantee only
those areas considered under the control of Golden Web Design Services:
our server links to the Internet, our routers, and our servers.
4. Credit Request and Payment Procedures
To request a credit, the customer must
contact us.
Each request in connection with this SLA must include the dates and
times of the unavailability of customer's Web site and must be received
by Golden Web Design Services within ten (10) business days after the
customer's Web Site was not available. If the unavailability is
confirmed by Golden Web Design Services, credits will be applied within
two billing cycles after Golden Web Design Services' receipt of the
customer's credit request. Credits are not refundable and can be used
only towards future billing charges.
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 Golden Web Design Services 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.
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