| AISO's Service
Level Agreement (SLA) |
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All users of Affordable Internet Services
Online, Inc.'s ("AISO") services, and all
customers upon signing up for and continuing to
use AISO's services,
agree to be bound by the following terms and
conditions.
Service Level
Agreement Coverage Definitions
This Service Level
Agreement (SLA) applies to you ("customer"),
if you have ordered any services from
Affordable Internet Services Online, Inc
(the "Service Provider") and your account is
current (i.e., not past due) with AISO.Net:
As used herein, the term "Availability"
means the percentage of a particular month
(based on 24-hour days for the number of
days in the subject month) that the content
of customer's web site is available for
access by third parties via HTTP and HTTPS,
as measured by AISO.Net.
Service Level
Our Goal:
AISO.Net's goal is to achieve 99.9% web
site availability for all customers.
Remedy:
Subject to the exceptions below, if the web site availability of a
customer's web site is less than 99.9%, AISO.Net will issue a credit to the customer
in accordance with the uptime guarantee, with the credit being
calculated on the basis of the monthly
service charge for the affected
services. This policy does not apply when the problem
arises because of negligence of the operator,
outdated equipment or the lack of knowledge of
the end user. This policy covers the actions of
AISO's equipment, reliability, and performance.
Exceptions
The customer shall not
receive any credits under this SLA in
connection with any failure or deficiency of
web site availability caused by or
associated with:
- Circumstances beyond
AISO.Net's reasonable control,
including, but 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, but 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.
- Failure of access
circuits to the AISO.Net network, unless
such failure is caused solely by
AISO.Net.
- Scheduled maintenance
and/or emergency maintenance and
upgrades.
- DNS issues outside
the direct control of AISO.Net.
- Issues with FTP,
POP3, IMAP or SMTP customer access.
- False SLA breaches
reported as a result of outages or
errors of any AISO.Net measurement
system.
- Customer's acts or
omissions (or acts or omissions of
others engaged or authorized access by
the customer), including, but without
limitation, custom scripting and/or
coding (e.g., CGI/Perl, Cold Fusion,
HTML, ASP, etc), any negligence, willful
misconduct, or use of the services in
breach of AISO.Net's Terms Of Use
Policy.
- E-mail or webmail
delivery and transmission.
- DNS (Domain Name
Server) Propagation.
- Outages elsewhere on
the Internet that hinder access to your
account. AISO.Net
is not responsible for browser or DNS
caching that may make your site appear
inaccessible when others can still
access it. AISO.Net will guarantee only
those areas considered under the control
of AISO.Net: links to the Internet or
our internal network, routers, and
servers.
Credit Request and
Payment Procedures
In order to receive a
credit, the customer must make a request by
sending an e-mail message to
. Each request in
connection with this SLA must include
customer's domain name/customer name and the dates and times of the
unavailability of customer's web site and
must be received by AISO.Net within ten (10)
business days after the customer's web site
was not available. If the unavailability is
confirmed by AISO.Net, credits will be
applied within one billing cycle after
AISO.Net's receipt of customer's credit
request.
Notwithstanding anything
to the contrary herein, the total amount
credited to customer in a particular month
under this SLA shall not exceed the total
hosting fee paid by customer for such month
for the affected services. Credits are
exclusive of any applicable taxes charged to
customer or collected by AISO.Net and are
customer's sole and exclusive remedy with
respect to any failure or deficiency in the
web site availability of the customer's web
site.
This SLA is a supplement to our
uptime guarantee.
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