The Service Level Agreement (SLA) for ArrowQuick’s hosting services defines our responsibility and provides a guarantee if our responsibilities are not met.
Coverage
This Web Site Availability Service Level Agreement applies to you if you have ordered ANY hosting services (“Service”) and you are in good financial standing with ArrowQuick Solutions.
Service Level
ArrowQuick Solutions strives to have network connectivity available for access by you or third parties 99.9% of the time (“Web Site Availability”).
ArrowQuick Solutions constantly monitors all severs and we try to resolve any problems as soon as we can.
Credits
In the event that there is no Web Site Availability, ArrowQuick will credit the monthly service charge for the Service as calculated below and as measured 24 hours a day in a calendar month, with the maximum credit not to exceed the monthly service charge for the affected month:
Web Site Availability Credit
95% to 99.4% = 25%
90% to 94.9% = 50%
89.9% or below = 100%
In order for you to receive a credit on your account, you must request such credit within seven (7) business days after you experienced no Web Site Availability. You must request credit by sending an electronic mail message to support@arrowquick.com. Credits will usually be applied within thirty (30) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event that there is no Web Site Availability and can be applied to future hosting invoices.
Restrictions
Credits shall not be provided to you in the event that you have no Web Site Availability resulting from:
- scheduled maintenance;
- your behavior or the performance or failure of your equipment, facilities, or applications;
- circumstances beyond ArrowQuick’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your Web Site.
Limitations
Online problems occur continuously. There might come a time when you cannot access your website or any other service. This is not necessarily due to ArrowQuick. Perhaps your ISP is experiencing technical difficulties, or there might be a routing problem between your ISP and our systems, making communication difficult or impossible. We cannot bear the responsibility of such problems. Our monitoring agents determine the uptime of our service, and not any one client’s experience.
