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Service Level Agreement
Vision Interactive Systems offers
a 99.9% Network Availability guarantee. This SLA applies to any
customer who has purchased Internet service and has a valid (currently
paid up to date) account. If Network Availability does not meet
our 99.9% uptime guarantee, customers may request a 5% credit to
their account for every hour the Network is down, not to exceed
50% of their base monthly fee.
- Definitions
For purposes of this Network SLA, the following terms have the
meanings set forth below:
"Vision Interactive Systems Network" means the Vision Interactive
Systems provided telecommunications network, which is comprised
of:
- All
network equipment controlled by Vision Interactive Systems;
- All
cabling within the Vision Interactive Systems Data Center.
The
"Vision Interactive Systems Network" does NOT include:
- Equipment
located on the customer premise;
- Circuits
between the Vision Interactive Systems Data Center and the
customer location;
- Any
networks or network equipment not owned or controlled by
Vision Interactive Systems.
"Base
Monthly Fee" means the base monthly fee paid by customer
for the standard product(s) being provided to it by Vision
Interactive Systems. The Base Monthly Fee does not include
any other fees which might be charged to customer, including,
without limitation, set-up fees, charges relating to incremental
bandwidth usage and fees for electricity, extra IP addresses,
RAM, hard drives beyond that which is available without additional
charge under Vision Interactive Systems standard rates or
services to which a customer subscribes.
"Network
Availability" means the percentage of a particular
month (based on 24-hour days for the number of days in the
subject month) that the network is available for access by
third parties, as measured exclusively by Vision Interactive
Systems.
- Network
SLA
Vision Interactive Systems
offers a 99.9% Network Availability guarantee. This SLA applies
to any customer who has purchased Internet service and has a valid
(currently paid up to date) account. If Network Availability does
not meet our 99.9% uptime guarantee, customers may request a 5%
credit to their account for every hour the Network is down, not
to exceed 50% of their base monthly fee.
- Exceptions
Customer shall not receive any credits under this SLA in connection
with any failure or deficiency of the Data Center LAN SLA caused
by or associated with:
- Circumstances
beyond Vision Interactive
Systems reasonable control,
including, without limitation, acts of any governmental body,
war, insurrection, sabotage, armed conflict, embargo, fire,
flood, strike or other labor disturbance, interruption of or
delay in transportation, unavailability of or interruption or
delay in telecommunications or third party services, virus attacks
or hackers, failure of third party software (including, without
limitation, e-commerce software, payment gateways, chat, statistics
or free scripts) or inability to obtain raw materials, supplies,
or power used in or equipment needed for provision of this SLA;
- Outages
elsewhere on the Internet that prevent access to an account.
This SLA applies only to those areas under the direct
control of Vision Interactive
Systems, including links
to the Internet and Vision
Interactive Systems
routers.
- Degradation
of service due to high packet loss or similar conditions, which
may be indicative of the Internet as a whole;
- Server
hardware failure;
- Failure
of access circuits to the Vision
Interactive Systems,
unless such failure is caused solely by Vision
Interactive Systems;
- Scheduled
maintenance and emergency maintenance and upgrades;
- DNS
(Domain Name Server) issues outside the direct control of Vision
Interactive Systems;
- Issues
with FTP, POP, IMAP, or SMTP customer access;
- False
outages reported as a result of any Vision
Interactive Systems
measurement system problems or errors.
- Customer's
acts or omissions (or acts or omissions of others engaged or
authorized by customer), including, without limitation, custom
scripting or coding (e.g., CGI, Perl, HTML, ASP, etc.);
- Any
negligence, willful misconduct, or use of the Services in breach
of Vision Interactive
Systems Terms
and Conditions and Acceptable Use Policy; by user or other
users.
- Credit
Request and Payment Procedures
In order to receive credit, you must submit a request within 7
business days of the occurrence through an email to support.
The date and approximate time of the network failure must be included
in the email. If Vision
Interactive Systems confirms
the unavailability, credits will be applied within two billing
cycles after Vision Interactive
Systems receipt of customer's
credit request. Vision
Interactive Systems will
not process incomplete credit requests.
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