Service Level Agreement

Service Level Agreement

To ensure that customers are provided a service level consistent with the high expectations of both SharkASP.NET and our customers, we have the following Service Level Agreement (SLA) covering service interruptions related to network, power, and hardware.

99.9% Website Uptime

SharkASP.NET will provide all hosting clients a 99.9% uptime guarantee.

SLA credits will be awarded as follows:

• We credit 1 month of free hosting service for every 1 hour of downtime.

• SLA credits shall not exceed the remaining months of hosting service left in your account.

Credits are awarded on a per service basis, meaning each billing service is considered a unique SLA credit and awarded accordingly. The service interruption accrued by an individual server is considered independent of that accrued by another server and, as such, credited independent of any other interrupted services.

Receiving SLA credits

No account credit shall be issued until an SLA credit request is made by the client. All requests for credits must be made within five days of the incident and after the incident is completed or no further service interruption is expected due to the incident. All requests for credits must be made by submitting a billing ticket.

Additional Conditions

No part of this agreement covers service interruption that is caused by one or more devices on our network being the target or source of a DoS, DDoS, or other form of malicious attack.