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Master Service Agreement - Service Level Agreement
Master Service Agreement

Customer agrees to the following service level agreement:

The Service Level Agreement (SLA) is incorporated into the Master Service Agreement and applicable to all services delivered directly to Customers of JBServers, LLC. The SLA is not applicable to unrelated third parties or third parties lacking privity of contract with JBServers. The uptime guarantees and the resulting SLA credits are applied in monthly terms unless specified otherwise. All SLA guarantees and information listed below are made in good faith and are subject to standard contract remedies.

Coverage

SLA Credit Claim: To properly claim an SLA credit due, a master administrative user must open an SLA ticket located inside the customer portal at https://jbservers.net within seven days of the purported outage. Customer must include service type, IP Address, contact information, and full description of the service interruption including logs if applicable. The SLA claim will be researched by the appropriate department manager and any credit issued will be issued to accounting and the ticket will be updated. SLA credits are issued as service credits on future billing cycles. SLA credits shall not be bartered or traded with other JBServers customers. Please allow up to fourteen (14) days for the process of SLA claims.

SLA Claim Fault: Customers currently in arrears for monthly services do not qualify for SLA claims. Customers who have been in payment arrears three or more times in the previous twelve months do not qualify for SLA claims. Valid SLA claims will not be credited to customer accounts until all abuse issues are resolved. Customers making false or repetitive claims will incur a one time charge of $50 per incident for such claims. False or repetitive claims are also a violation of the Terms of Service and may be subject to service suspension. Customers participating in malicious or aggressive internet activities thereby causing attacks or counter-attacks, do not qualify for SLA claims and shall be in violation of the AUP.

Specifications

JBServers endeavors to have the content of all your services online 100% of the time. Service outage (unavailability) is defined as 100% packet loss from JBServers to its backbone providers.

Compensation

In the event that that the availability of all your service falls below 99%, JBServers will credit the master user account persuant to the SLA Credit Claim. Such credit shall be as calculated below and as measured 24 hours a day in a calendar month, with the maximum credit not to exceed hundred (100) percent of the monthly Service Fee charge for the affected month.

SLA agreement for paid shared, shoutcast, reseller, VDS/VPS, and backup hosting.
Uptime Guarantee SLA Credit
99% to 100% Guaranteed
97% to 98.9% 10%
95% to 96.9% 25%
90% to 94.9% 50%
89.9% or below 100%
SLA agreement for hardware on dedicated servers.
Replacement Guarantee SLA Credit
4 Hours or Less Guaranteed
4.1 to 8 Hours 20%
8.1 to 12 Hours 40%
12.1 to 16 Hours 60%
16.1 to 20 Hours 80%
20.1 Hours + 100%



Restrictions

Credits shall not be provided to you in the event that you have any outage resulting from
1. Scheduled maintenance as posted from time to time at JBServers website
2. Your behavior, the non-performance or failure of your software or applications
3. Circumstances beyond JBServers 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, domain name registration / transfer, 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.