InvisionTech Master Service Agreement
| This Master Service Agreement shall constitute a binding contractual agreement between InvisionTech hereinafter ("The Company") and the subscriber of services ("Customer"). |
· Terms of Service · Acceptable Use Policy · Service Level Agreement · Privacy Agreement · DMCA Infringement |
The TOS, AUP, SLA, and PA are subject to change with thirty (30) days notice to the parties described herein.
Last Modified on February 19, 2006
Service Level Agreement
COVERAGE
The Service Level Agreement (SLA) is applicable to all services delivered directly to Clients of InvisionTech. The SLA is not applicable to unrelated third parties or third parties lacking privity of contract with InvisionTech . The uptime guarantees and the resulting SLA credits are applied in monthly terms unless specified otherwise. All SLA guarantees and information listed below are made in good faith and are subject to standard contract remedies.
SERVICE LEVEL
InvisionTech endeavors to have network connectivity available for http access by third parties 99.5% of the time ('Web Site Availability').
SLA CREDIT CLAIM
In the event that there is no Web Site Availability, InvisionTech will credit the monthly service charge for the Service as calculated below and as measured 24-hours a day in a calendar month, with the maximum credit not to exceed the monthly service charge for the affected month:
In order for YOU to receive a credit on YOUR account, YOU must request such credit within seven (7) business days after YOU experienced no Web Site Availability. YOU must request credit by sending an electronic mail message to billing@invisiontech.net For security, the body of this message must contain YOUR account number/domain name, the dates and times of the unavailability of YOUR web site, and such other customer identification requested by InvisionTech . Credits will usually be applied within sixty (60) days of YOUR credit request. Credit to your account shall be YOUR sole and exclusive remedy in the event that there is no Web Site Availability.
The SLA claim will be researched by the appropriate department manager and any credit issued will be issued to accounting to be applied to your account. SLA credits are issued as service credits on future billing cycles. SLA credits shall not be bartered or traded with other InvisionTech customers. Please allow up to fourteen (14) days for the process of SLA claims.
SLA CLAIM FAULT
Customers currently in arrears for monthly services do not qualify for SLA claims. Customers making false or repetitive claims will incur a one time charge of $50 per incident for such claims. False or repetitive claims are also a violation of the Terms of Service and may be subject to service suspension. Customers participating in malicious or aggressive internet activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.
LIMITATIONS
On-line problems occur continuously. There might come a time when you cannot access your website or any other service. This is not necessarily due to InvisionTech . Perhaps your ISP is experiencing technical difficulties, or there might be a routing problem between your ISP and InvisionTech , making communication difficult or impossible. We cannot bear the responsibility of such problems. Our monitoring agents determine the uptime of our service, and not any one client's experience.
| Uptime Guarantee | SLA Credit |
| 99.9% | Guaranteed |
| 99.8% | 10% |
| 99.7% | 20% |
| 99.6% | 30% |
| 99.5% | 40% |
| 99.4% | 50% |
| 99.3% | 60% |
| 99.2% | 70% |
| 99.1% | 80% |
| 99.0% | 90% |
| Less than 99.0% | 100% |
Hardware Replacement/Upgrade Guarantee
| Replacement/Upgrade Guarantee | SLA Credit |
| 5 Hours | Guaranteed |
| 5.1 to 9 Hours | 10% |
| 9.1 to 12 Hours | 20% |
| 12.1 to 17 Hours | 40% |
| 17.1 to 20 Hours | 60% |
| 20.1 to 23.9 Hours | 80% |
| 24 Hours or more | 100% |