Service Level Agreement


Last updated - 14th April 2010

FuseMetrix Service Level Agreement - SLA

This Service Level Agreement ('SLA') is provided to the Customer in connection with the Service Description for the Service taken by the Customer from Web Office Systems Ltd, as is provided in addition to our Standard Terms and Conditions and Acceptable Use Policies available on this site.

Packet Loss and Latency

Web Office Systems guarantees less than 3% packet loss between the Customer Service and the Timico (our ISP) Backbone measured in 5 minute intervals over an hourly period. Packet loss over 3% shall be defined as Excess Packet Loss.

Web Office Systems guarantees the following latencies for the connection between the Customer Service and the Timico Backbone:
  • Dedicated/Managed Servers: less than 10 milliseconds
  • Transit: less than 10 milliseconds
  • Latency above these values shall be defined as Excess Latency.
  • Connectivity across the Timico Backbone
Web Office Systems commits to install Backbone and peering capacity to an amount sufficient to guarantee the aggregate of customer traffic can be transmitted at zero contention basis. Any Backbone trunk will be upgraded as soon as the sum of Customer Service traffic exceeds 80% of trunk capacity for more than 10% of the utilization of any one month period.

Network Availability and Downtime

Web Office Systems guarantees at least 99.95% network connectivity uptime of the Customer Service as measured through 5 minute polls using ICMP echo-requests. This excludes failures in 3rd Party Telecommunication circuits, scheduled outages, customer hardware failures or any loss of service through the action or inaction on behalf of the customer.

Web Office Systems guarantees 99.99% access to the Internet via the Timico Backbone, as defined by access to the full global Internet routing table on all Timico core routers.

Power Availability (Dedicated Servers)

Web Office Systems guarantees 99.95% availability of power to Customer Service where Service is located in a Web Office Systems POP.

Support

Daytime Support:- Web Office Systems will respond to any Emergency Fault reports within 30 minutes of them being received. Web Office Systems will make all commercially reasonable endeavors to fix or repair the Customer Service within 4 hours of Web Office Systems acknowledging the problem.

Compensation

The guarantees as described in the Service Levels section above are enforced / compensated by Web Office Systems as follows:
  • If Web Office Systems fails to meet the service level described for Packet Loss and Latency, Web Office Systems will compensate by reimbursing the Customer 5% of the monthly invoice amount for any month the guarantee is not met.
  • If Web Office Systems fails to meet the service level described for Connectivity, Web Office Systems will compensate by reimbursing the Customer 5% of the monthly invoice amount for any month the guarantee is not met.
  • If Web Office Systems fails to meet the service level described for Availability and Downtime, Web Office Systems will compensate by reimbursing the Customer 2% of the monthly invoice amount for any month the guarantee is not met.
  • If Web Office Systems fails to meet the service level described for Power Availability, Web Office Systems will compensate by reimbursing the Customer 2% of the monthly invoice amount for any month the guarantee is not met.
  • If Web Office Systems fails to meet the service level described for Support, Web Office Systems will compensate by reimbursing the Customer 1% of the monthly invoice amount for any month the guarantee is not met.

Notifications

The Customer must notify Web Office Systems within 5 business days from the time the Customer becomes eligible to receive credit under this Service Level Agreement in order to receive credit. Failure to comply with this requirement will forfeit the Customer's right to receive such credit.

Limitation on Remedies

  • If the customer is entitled to multiple credits under this Service Level Agreement, such credits shall not be cumulative beyond a total of credits for one calendar month in any one calendar month in any event.
  • Web Office Systems shall not apply a credit for Packet Loss or Latency for which the Customer has received a credit for Downtime or Availability.
  • Web Office Systems's suspension or modification of the Service shall not be deemed to be a failure of Web Office Systems to provide adequate Service levels under this agreement.
  • In no event shall the Customer be entitled to any credit on its Service Fees to the extent that the latency or Downtime is caused by the Customer attempting to exceed the maximum bandwidth of his contracted connection