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Service Level Agreement


ESICIA LTD offers a 99.9% Uptime Guarantee. That means your web site is guaranteed operational 99.9% of the time in any calendar month. ESICIA LTD guarantees 99.9% service uptime allows for 45 minutes of (HTTP) service outage per month as defined here. For each additional 45 minutes of downtime you will receive 10% credit or refund. Regardless of the number of outages, all refunds are limited to one month's hosting service fees and do not include excess usage fees or other nonstandard recurring charges.

The amount of the credits are determined by the following table, based on the amount of Server Uptime the Reseller ESICIA LTD network has provided for the month in which a credit is requested.

Network Uptime for the Month Percentage of Monthly Credit Upon Proper Request
99.9 - 100% 0% credit
99.7 - 99.8% 10% credit = 3 days
99.5 - 99.6% 25% credit = 8 days
99.3 - 99.4% 50% credit = 15 days
99.0 - 99.2% 75% credit = 23 days
98.9% and below 100% credit = 1 month
  • ESICIA LTD will not be held responsible for Service Outages resulting from non-ESICIA LTD operated equipment including, but not limited to, Internet NAP failures or congestion and backbone failures.
  • Additionally, ESICIA LTD will not be held responsible for delays in the registration or transfer of a domain due to InterNIC-related issues,
  • for outages resulting from malfunctioning customer scripts or applications that are installed by the customer, or for unusual traffic spikes or "denial of service" attacks on customer web sites.

Refunds will be issued upon request by the customer and upon determination that a service outage, as defined by this guarantee, has occurred. Refund requests must be made within five (5) days of the issuance of the time period during which the service outage took place.

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