Service Level Agreement
Introduction and Purpose
This document sets forth the principles, guidelines and requirements of the Service Level Agreement of Shell Servers. ("Company") and subsidiaries governing the use by the Customer ("Customer") of the Company's services and products ("Services and Products"). The Purpose of Company's Service Level Agreement, hereinafter referred to as the SLA, is to set forth guidelines for the level of service provided by Company.
Colocation Servers
Description
Shell Servers recognizes that network availability is critical to Server Colocation customers. Shell Servers backs its commitment and focus on operational excellence and reliability by providing a network uptime guarantee of 99.9% for Server Colocation customers. The network is comprised of the Local Area Network (LAN) in the data center and the various Shell Servers backbone providers.
Credits
If in any given calendar month, inaccessibility to your server for more than 130 minutes is caused solely by either the Shell Servers data center LAN or the various Shell Servers backbone providers then Shell Servers will credit your account 25% of that month's committed rate bandwidth fee.
Exclusions
This guarantee excludes (a) scheduled maintenance windows, (b) planned service outages, including emergency maintenance (c) local loop faults, and (d) customer-enabled faults.
Dedicated Servers
Shell Servers recognizes that the best outsourced hosting providers are committed to keeping server response times low and reliability high.
Shell Servers recognizes that network availability is critical to Shell Servers Dedicated Server customers. Shell Servers backs its commitment and focus on operational excellence and reliability by providing a network uptime guarantee of 99.9% for Shell Servers Dedicated Server customers. The network is comprised of the Local Area Network (LAN) in the data center and the various Shell Servers backbone providers.
Credits
If in any given calendar month, inaccessibility to your server for more than 130 minutes is caused solely by either the Shell Servers data center LAN or the various Shell Servers backbone providers then Shell Servers will credit your account 25% of that month's committed rate bandwidth fee.
Exclusions
This guarantee excludes (a) scheduled maintenance windows, (b) planned service outages, including emergency maintenance (c) local loop faults, and (d) customer-enabled faults.
