Shared Hosting is defined
as space/bandwidth reserved on a dedicated server that
is rented to Clients. From time to time security updates,
patches, kernel upgrades, and System Administration may
be performed that may interrupt access.
Network Uptime
Network Uptime is the total
time in a calendar month that services are available through
the Internet, provided that Client has established solid
connectivity. Ion Web Services takes responsibility for
Network availability within the datacenter, however, we
cannot be held liable for upstream problems, outside of
our network. An example of this would be router issues
in another country by a backbone provider, causing connectivity
failures, which we are not able to directly influence.
Our guarantee is that our Network will be available to
clients free of Network or Server Outages, that render
100% service loss, 99.9% of each calendar month (99.5%
for tronictech customers)
Network Outages
or Unscheduled Downtime
Network Outages or Unscheduled
Downtime is any unplanned or unscheduled interruption
in Service availability during which a client is unable
to access the services as described in the section titled
Network Uptime above. A Network Outage
is defined as a period in which 100% loss of services
is experienced, which is determined to have been caused
by a problem in Ion Web Services Network as confirmed
by Ion Web Services. Downtime or outages are measured
as the total length of time of the unplanned interruption
in service availability in a calendar month. Downtime
or outages are reported on the reporting and monitoring
page, http://www.blackenedcable.com
in real time. This tool, located within the ev1.net datacenter
in Texas will be used to verify network/service outages.
Server Outages
Server Outages are any outages
that occur localized to one server, not affecting the
rest of the network that it is attached to. A server outage
is defined as a period in which 100% loss of services
on multiple protocols (http/pop3/smtp/etc) is experienced,
which is determined to have been caused by a problem in
the Server software, as confirmed by Ion Web Services.
Downtime or outages are measured as the total length of
time the unplanned interruption in service availability
in a calendar month.
Scheduled Downtime
Scheduled Downtime is any
Ion Web Services scheduled interruption of Services, for
the purpose of network upgrades, software patches, other
general maintenance, or replacement of any equipment in
order to provide for you better service. Scheduled downtime
occurs during notified downtime periods, with as much
advance warning as possible via posts to our forum and
email notification with our forum subscriptions. You are
encouraged to sign up to these list services to remain
informed as to the status of your services.
SLA Network Violation Credit
SLA Network Violation Credit
occurs when our service uptime guarantee is not met. Ion
Web Services will refund the customer 5% of their monthly
fees for each hour of downtime (up to 100% of your monthly
fee) for service downtime. Service downtime is measured
from the time the services are 100% unreachable, until
service is once again restored. In order to request a
performance credit, you **must** fill out the form located
on the following page: http://www.ion-web.com/slarequest.shtml,
within 10 days of reported violation. SLA violations will
be reviewed and applied on the 1st business day of the
next billing period. We require the form above in order
to better track SLA Network Violation Credits.
Performance Credit exclusions - The following are excluded
from the monthly calculation of Service Availability:
. Scheduled downtime
. Problems outside of Ion Web Services network (upstream
providers, or clients inbound connection)
. DNS issues not directly within control of Ion Web Services
. Interruptions or failure of individual service caused
by client, their employees, client.s customers, etc. to
their service. These include inaccurate configuration,
3rd party software, client abuse or over utilization of
resources, hacked servers, attacks, or exploits.
. Circumstances beyond reasonable control, such as acts
of god
