99.9% Uptime Guarantee (SLA)

We offer a 99.9% Uptime Guarantee (SLA) that in any given month, your website (http service) will be unavailable for no more than 0.1% of the time - approximately 43 minutes (excluding any planned maintenance as posted from time to time in our Network News section).

Should your website (http service) be unavailable longer than this you will be entitled to an SLA Credit. The level of SLA Credit is shown below:

Uptime Guarantee	SLA Credit
99.9% uptime	Guaranteed
99.8% uptime	10% credit
99.7% uptime	20% credit
99.6% uptime	30% credit
99.5% uptime	40% credit
99.4% uptime	50% credit
99.3% uptime	60% credit
99.2% uptime	70% credit
99.1% uptime	80% credit
99.0% uptime	90% credit
Less than 99%	100% credit

To claim an SLA credit you must submit a support ticket to the billing department from within your account management area on our website within seven days of the claimed outage. You must include the service type, primary domain, contact information, the dates and times of the unavailability of your website and a full description of the service interruption. Your SLA claim will be researched and the downtime verified by the billing department and if your claim is ascertained a credit will be issued accordingly. SLA credits are issued as service credits on the next billing cycle. Please allow up to thirty (30) days for processing of the SLA claims.

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 in our Network News section.

2. YOUR behavior or the performance or failure of YOUR equipment, facilities, software, scripts, code, or applications.

3. Circumstances beyond NetNameWorks 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.

4. A client breaking any item in NetNameWorks Terms and Conditions causing a machine to fail as a result

On-line problems occur continuously. There might come a time when you cannot access your service or any other service. This is not necessarily due to a failure of NetNameWorks Network or hardware. NetNameWorks monitoring agents are the sole determinate of the uptime of our service, and not any one client's experience. We do not have control over the Internet, therefore we cannot guarantee that you will be able to access your site due to circumstances beyond our control. It's a fact that every web host has downtime. Computers and their mechanical parts aren't 100% reliable, malicious users, systems need updating, servers need rebooting, however we work hard to reduce the likelihood of these problems occurring and our network and servers are monitored by ourselves every minute and third party companies every 3 and 30 minutes (depending on monitoring company) 24hrs a day.