Service Level Agreement
About this SLA
The Service Level Agreement detailed below is applicable to dedicated server and co-location server customers only.
Dedicated Server and Co-Location Service Level Agreement
1 GENERAL
1.1 This document is a service level agreement (SLA) setting out the levels of services to be provided by Internet Engineering Ltd to the Customer under the Agreement and compensation for failure to meet those service levels.
1.2 In this SLA a reference to a paragraph, unless stated otherwise is a reference to a paragraph of this SLA.
1.3 In this SLA words, abbreviations and expressions have the meanings given in the Internet Engineering Ltd Master Service Agreement General Terms and Conditions except as set out below:
(a) Availability All the time in any calendar month for which the network and any service equipment is not subject to any service affecting faults, and is therefore available.
(b) Business Day Shall mean every day excluding Saturdays and Sunday and national holidays in England
(c) CDR Means the committed data rate for each port set out in the Service Order Form and provided as part of a service.
(d) Fault Shall mean a material defect, fault or impairment in a service, which causes an interruption in the provision of the service
(e) Non-Service Affecting Means not materially affecting the performance or quality of the service
(f) Service Affecting Means causing full or partial loss of the ability to transmit or convey Data
(g) Third Party System Means a telecommunication system that is neither owned nor operated on behalf of Internet Engineering Ltd
1.4 This SLA only applies to the Service to the extent that it is provided by means of systems and equipment that are either owned or operated by or on behalf of Internet Engineering Ltd. All references in this SLA to network and service equipment shall be construed as references to such systems and equipment.
1.5 Internet Engineering Ltd shall not be liable to pay compensation under this SLA where its failure to meet any of its obligations under this SLA is a caused by a force majeure event, by a failure in the customer equipment, or by any act or omission of the customer, or third party acting on its behalf.
1.6 Credits or other compensation under this SLA shall only be payable where.
(a) The Customer has submitted to Internet Engineering Ltd a claim in writing identifying the circumstances in which the customer claims that the credit or compensation arose, within five working days of the date the aforementioned circumstances arose, and
(b) Internet Engineering Ltd has agreed in writing, acting reasonably and without undue delay, to that claim.
(c) The Customers is within credit terms at the time of the claim.
1.7 All credits so payable shall be applied to the customer s account to be reconciled at an agreed time following Internet Engineering Ltd s agreement to the claim. All claims for credits or compensation must be submitted promptly and in any event within 10 business days, after the circumstances giving rise to the claim.
(a) The maximum monthly credit available under this SLA is limited to an amount not greater than one month’s fees; furthermore residual credits will not be carried over to subsequent 12 month periods.
1.8 The service credit shall be the customer s sole and exclusive remedy for any Internet Engineering Ltd service outage or any failure to meet the service objectives.
(a) Internet Engineering Ltd reserves the right to amend the SLA from time to time. Internet Engineering Ltd shall give the customer not less than 1 month s notice of any changes in the SLA. Customers will be notified by email and details of the SLA will be posted in the NOC portal.
2 PROVISIONING OF SERVICE
2.1 Internet Engineering Ltd shall provide the Service by the Service Commencement Date set out in the service order form. If Internet Engineering Ltd is unable to commence provisioning of the Service by the Service Commencement Date, it shall credit the customer with 10% of the activation charge set out in the service order form.
2.2 For every further business day that Internet Engineering Ltd is unable to commence provisioning of the Service, it shall credit the customer with an additional 5% of the connection charge, up to a maximum of 25%.
3 NETWORK AVAILABILITY
3.1 Internet Engineering Ltd guarantees that the network shall have 99.999% Availability. If the availability falls below 99.999% in any month, Internet Engineering Ltd will credit the customer with one day’s free Service for each accumulated hour when the Network is not available, subject to the maximum of the standard monthly service charge for that Service.
3.2 Internet Engineering Ltd shall not be obliged to pay compensation in accordance with this paragraph 3 where availability falls below 99.999% because of routine or emergency maintenance on the Network or the Service Equipment pursuant to paragraph 7.
Further information
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