Service Level Agreement

This Service Level Agreement ("SLA") is offered as standard to all nptech systems group inc. ("nptech") co-location and dedicated server Clients.

99.7% Network Uptime Guarantee

In the event that network connectivity for your contracted services is unavailable for a cumulative period of up to one hour byond the 99.7% minimum in any one calendar month, one full day's service credit will be awarded for each hour additional hour, or portion thereof, of unavailability. The maximum credit awarded in any calendar month will not exceed 100% of that month's service fees.

Exceptions

The Client shall not receive any credits under this SLA in connection with any failure or deficiency if caused by or associated with circumstances beyond nptech's 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 or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the service level agreement. Failure of access unless such failure is caused solely by nptech's scheduled and emergency maintenance and upgrades. DNS issues are outside the direct control of nptech.

Claims

All claims for credit under this guarantee must be sent by email to support@nptech.com and should be received no later than 7 days after the incident to which they relate. The claiming Client must be current on all invoices in order to receive credit.

Modifications

nptech reserves the right to change or modify this SLA to benefit the Client upon 30 days written notice to Client. Except as set forth in this SLA, nptech makes no claims regarding the availability or performance of the nptech network or servers. Specific terms/points of this SLA may be adjusted on a case-by-case basis by the specific Service Agreement signed/agreed to by client. In case of difference terms/points in SLA and Service Agreement, the Service Agreement terms/points prevail over this general SLA policy. The Service Agreement signed/agreed by Client is above and beyond this SLA, and Service Agreement terms are in affect, including, but not limited to, limitations of liability.

Revised: February 18, 2008
Copyright © 2008 nptech systems group inc. All Rights Reserved.

:: top