Web Hosting Service Level Agreement (SLA) Print

This Service Agreement between you (customer) and eDLink sets forth the terms & conditions of use of our hosting service.

You acknowledge that you have read, understood, and agree to be bound by the terms 'n' conditions of this Agreement established by edlinkservices.com from time to time.

   1. Web Hosting

1.1. Coverage and Definitions:

As used here, the term Service Unavailability refer to the total no. of hours of that month (as counted on 24 hour day for the number of days in the subjected month) that the content of client's web site is unavailable for access by third parties via HTTP and HTTPS, and malfunction of emails and cPanel.

1.2. Service Level:

This agreement sets out the minimum level of service that clients of eDLink can expect reimbursements for our failure to meet specified level eDLink aims to surpass the objective levels with ease.

eDLink will reimburse in the form of credits to clients in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected services:

Service Unavailability:
    

Credits:

Less than 4 hours
    

None

Between 4 and 24 hours
    

25% of monthly fee or 8 days of free web hosting

More than 24 hours
    

50% of monthly fee or 15 days of free web hosting

1.3. Exceptions:

eDLink should not be held responsible for reimbursement in any way for the failure to meet any of the mentioned guaranteed service level where the failures are caused by any one or more of the below:

a. Faults caused by the client’s equipment, applications, interconnected equipment, networks, systems or gateways and / or the acts or omissions of the Customer, third party components whether within or outside eDLink Network or the acts or omissions of local exchange carriers or failure of third party services;

b. Reconnection and/or disconnection of services which are caused by non-payment of billed charges which are to be made payable to eDLink or where the services are terminated any criminal, illegal and harmful acts described in the terms of use.

c. All aspects of maintenance needed, be it pre-planned or sudden configuration of our network or eDLink’s equipments, listed below without any limitation to the following:

- Maintenance by local telco and /or telegraphic service provider
- Maintenance (hardware or software) made on a local eDLink's node or on eDLink’s equipment on the clients' premises / web site;
- Maintenance (software) made globally on eDLink’s network.

d. Events arising from reasons beyond eDLink’s control & events including; but of which is not limited to catastrophies, riot, none supply of power, fire, emergencies, curfews, industrial dispute, doing of any person for whom eDLink is not responsible or any causes whether similar or otherwise outside eDLink's control;

e. Maintenance time which are pre-scheduled and/or emergency maintenance and upgrades;

f. Outages elsewhere on the Internet that hinder access to your account or services. eDLink is not responsible for DNS or browsers caching that can make your web site appear unavailable while others are still able to View it. eDLink will guarantee only those areas considered under the control of eDLink;

g. Client's actions or use of the Service in breach of eDLink's terms of use.

1.4. Reimbursement and Credit Request Procedures:

To receive a reimbursement in the form of credit, clients must make a request by sending an email message to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it Each request with reference to this S.L.A needs to include client's account number (per eDLink's order confirmation) and the dates and times and description of the unavailability of the service and must be received by eDLink within thirty (30) days. If the unavailability is confirmed by eDLink, credits will be applied within sixty (60) days after eDLink's receipt of client's credit request. In the event that eDLink disputes the client's claim, reimbursement of any kind shall not be provided until the matter is resolved.

Notwithstanding anything to the contrary herein, the total amount credited to client in a particular month under this Service Level Agreement will not go beyod the total hosting fee paid by client for month of the affected service. The credit program is the one and onlysolution for any non-performance in the service.

1.5. General Terms:

The parties agree that only measurements carried out by eDLink’s shall be used for the calculation of unavailable time and eDLink’s records shall be conclusive evidence thereof. The service credits provided are the client's only solution in respect to any breach of this S.L.A. and nothing else beyond that.

   1. Suspension, Cancellation, Transfer or Modification of Service(s)

      You acknowledge and agree that edlinkservices.com may cancel, transfer, suspend, or modify usage of the Services at any time, if customers are engaged in any unlawful activities which include email spamming, sales of unauthorized products/services online etc. You also acknowledge and agree that edlinkservices.com shall not be held responsible to anyone for the above mentioned suspensions, modifications or discontinuance.


   2. Governing Law

      Your rights and obligations and all actions contemplated by this Agreement shall be governed by the laws of Singapore, with this Agreement acting a wholly entered contract in Singapore. Except as otherwise set forth with respect to any dispute over a domain name registration, any action to enforce this Agreement or any matter relating to your use of the edlinkservices.com site shall be brought exclusively in the court of Singapore.
 
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