Service Level Agreement (SLA)
Network Access Availability
PTC Hosting.biz's ("PTC Hosting") network access
availability objective is to have
connectivity available 100% of the
time. Network access unavailability consists of the
number of minutes
that PTC Hosting's network connectivity is not available to
you
("the
customer", "you", "your"). Network access availability is measured from
the point
where your traffic enters the PTC Hosting network up to the
point
where your traffic leaves
the PTC Hosting Network and enters the network of any
other carrier or third party including
third party data transit
("loops"., "local loops") mediums. Network downtime is
calculated
commencing on the date and time on which PTC Hosting opens a
trouble
ticket and ending on
PTC Hosting's confirmation that the PTC Hosting network
is restored. If PTC Hosting does not
meet the 100% target for network
access availability, as your sole and exclusive remedy, PTC
Hosting
will,
upon written notice from you, credit your account for each cumulative
hour of network access
unavailability or fraction thereof in any
calendar month, the prorated charges for two hours of the
PTC Hosting monthly recurring charges for the network access
services under the
applicable service
order, not to exceed one month.s charges for network
access services in that service order period ("term").
Power Availability
PTC Hosting's power availability object is to have PTC
Hosting supplied AC
power provided to your
space or equipment 100% of the time. Power
unavailability consists of the number of minutes that power
was not
available to your space measured from the time the power unavailability
is detected by PTC Hosting
to the time power is restored. If PTC Hosting does
not meet the 100% objective for power availability,
as your sole and
exclusive remedy, PTC Hosting will, upon written notice from
you, credit
your account for
each cumulative hour of power unavailability or
fraction thereof in any calendar month, two hours of the
PTC Hosting
monthly reoccurring charges for the power service under the applicable
service order,
not to exceed one month's charges for power in that
service order period.
Leased Hardware Availability
PTC Hosting's Leased Hardware services objective is for the Hardware to
be
available 100% of the time.
This includes all PTC Hosting provided
hardware (dedicated server, leased switch equipment, and components of
the like)
and additional internal components. In the event of a failure
of a PTC Hosting provided hardware component,
PTC Hosting at no cost to you
will replace failed components, all replaced components and systems
will be of functional
equivalent performance quality. In the event a
functional performance equivalent is unavailable a superior product
(in
the opinion of PTC Hosting) will be supplied. If PTC
Hosting does not meet
the 100% target for Leased Hardware
availability, as your sole and
exclusive remedy, PTC Hosting will, upon written notice from
you, credit
your account for
each unscheduled outage in any calendar month, the
prorated charges for one day of the PTC Hosting charges for
Leased
Hardware services in that service order.
Revised: Monday, January 4, 2009
