Fortunes America

Effective Date:

This Service Level Agreement was last updated on November 14th, 2000.

99.9% Network Uptime

FortunesAmerica guarantees network availability for our public Internet network to be 99.9%. In the event that our network does not experience 99.9% network uptime in a given month, FortunesAmerica will refund 5% of the customer's monthly service fees for those servers affected, for each 30 minutes of network downtime experienced up to 99.9% of the monthly service fees for those servers affected.

Terms

All SLA claims must be filed by opening a helpdesk ticket through our client portal within 7 days of the incident. The helpdesk ticket must include all relevant information including server name, IP address, full description of the incident and any logs (if applicable). All SLA credits will be issued as service credits against future invoices.

Network downtime is measured from the time the network is 99.9% unreachable until connectivity has been restored. Any scheduled downtime or network maintenance will not apply towards this downtime calculation. The 99.9% Network Uptime guarantee does not apply to any software or services running on a client's server, nor to any hardware within a client's server.

Clients currently in arrears for services do not qualify for SLA claims. Clients participating in malicious or aggressive activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.