IndiaWebHosting - Service Level Agreement
This Hosting Service Level Agreement ("Agreement") is a contract
between the person or entity using the Company's Services
("Customer") and IndiaWebHosting applies to Customer's use of
the Company's Services. Customer must read, agree with and
accept all of the terms and conditions contained in this
Agreement. The Company may amend this Agreement at any time by
posting a revised version on its website.
For purposes of this Agreement, the services to be provided by
the Company ("Services") are those services which Customer
requested be supplied by the Company and for which Customer
agreed to pay based on Customer's clicking through the options
on the Company's website.
2. Technical Support
The Company provides Customer with technical support on setup of
Customer's account on one or more of the Company's servers,
access, and other server related issues to the primary technical
contact free of charge. The Company does not provide support for
web applications, third party software, scripts, or components
from third parties or developed by Customer.
The Company's servers are monitored 24 hours per day, 7 days per
week, 365 days per year and support agents are available by
email as posted in the support section of the Company's website.
Please send us a message with the full description of the
problem and Customer's account username. Please do not send
multiple messages on the same issue. Email issues must be
addressed to the appropriate email account specified in the
support section of the Company's website. Email containing
support issues sent to other departments such as billing or
sales may not be answered.
3. Billing and other account related
All inquiries regarding the Company's billing for its services
should be sent to the address specified in the members section
of the Company's website.
All inquiries regarding reselling the Company's services,
purchasing of new accounts and available discounts should be
addressed to the address specified in the members section of the
If Customer is dissatisfied with the Company's Service or if
Customer is unable to resolve a technical support issue within
the parameters outlined in this Agreement please contact
Company's Hosting Product Manager at the address specified in
the members section of the Company's website regarding
Customer's concerns. The Hosting Product Manager will review
Customer's concerns, investigate, and respond to Customer within
one (1) business day. As issues may be complex or require
extensive investigation, the foregoing response time does not
imply that a resolution is guaranteed within said one (1)
5. Online tools, control panel, and
Customer is provided with certain online tools, and the Company
expects Customer to use these tools to perform all available
account and server management tasks.
These tools, together with server management documentation and
help, are available online at the support section of the
Company's website. If Customer experiences difficulty using
these tools, the Company's technical support personnel will help
Customer learn how to use these tools. However, the Company's
technical support personnel shall not be expected to perform for
Customer the tasks that can be done through the available tools.
6. Servers Availability
The Company is fully committed to providing quality service to
all customers. To support this commitment, the Company provides
the following commitments and tools related to this Agreement.
The Company guarantees a 99.9% monthly average of scheduled
availability of its WebServer. WebServer availability is defined
as Customer's ability, via web browser, to retrieve the HTTP
headers from a hosting server. The Company does not monitor
availability of individual web sites but only monitors the
server availability as a whole.
b. Monitoring :
To verify that the server is available, the Company will ping
the HTTP service on the server by retrieving HTTP headers every
5 minutes with a 30second threshold. If an HTTP service does not
respond, the server is considered non-operational and is
automatically rebooted. If rebooting the server does not solve
the problem, it is immediately escalated to the Support Center.
In cases where two or more consecutive HTTP tests fail, the
server downtime will be registered as the number of minutes
between the first and the last failed tests. Downtime ofless
than5 minutes indurationis not recorded. The Companycalculates
server uptime based on this type of server monitoring.
ii. Network Availability
Network availability is defined as the Company's network's
ability to pass incoming and outgoing TCP/IP traffic. A server's
unavailability caused by network unavailability is not included
in server uptime. Interruptions of service due to problems on
the backbone or on the Customer's portion of the network are
beyond the Company's control and are not included in uptime
calculations. Interruptions of service caused by denial of
service or similar attacks are beyond the Company's control and
are not included in uptime calculations.
iii. Scheduled Maintenance
To guarantee optimal performance of the servers, the Company
will perform maintenance on the servers on a routine basis. Such
maintenance often requires taking Company servers offline.
Company reserves two hours of server unavailability per month
for maintenance purposes. This server unavailability is not
included in server uptime calculations. The maintenance
typically is performed during off-peak hours. Company provides
Customer with advance notice of maintenance whenever possible.
7. Ownership of Data
All data (a) created by Customer and/or (b) stored by Customer
within Company's applications and on the Company's servers are
Customer's property and is for Customer's exclusive use unless
access to such data is permitted by Customer. The Company shall
allow access to such data by authorized Company personnel and
shall provide access in compliance with the Company's Privacy
Policy. The Company makes no claim of ownership of any web
server content, e-mail content, or any other type of data
contained within the Customer's server space and applications on
the Company's servers.
8. Data Retention
THE COMPANY SHALL NOT RETAIN ANY OF CUSTOMER'S DATA AFTER
ACCOUNT TERMINATION. ALL DATA IS DELETED (A) FROM THE SERVERS AT
THE TIME THE ACCOUNT IS TERMINATED AND (B) FROM BACK-UPS DURING
SCHEDULED BACK-UP ROTATION. THE COMPANY SHALL NOT RESTORE,
"BURN" TO CD, OR SEND OUT ANY DATA PERTAINING TO TERMINATED