Network Uptime and Server Uptime Guarantee
Firstweb agrees to use its best endeavors to ensure a 100% Network Uptime and 99.5% Server Uptime to the customers. Downtime is referred to as our server equipment being down and not ping able. Downtime excludes scheduled maintenance window which the maintenance notice shall be posted on our Support Center or email to our clients at least 3 (three) working days before the schedule date. Here are some common guarantees in the industry today and the actual amount of downtime per month involved.
- 99.5% uptime = 216 minutes of downtime in a month
- 99.9% uptime = 43.2 minutes of downtime in a month
Customer shall not receive any credits under this 99.5% Server Uptime Guarantee in connection with any failure or deficiency of Web Site Availability caused by or associated with:
- Circumstances beyond our reasonable control, including, without limitation, acts of God, acts of any governmental body, war, insurrection, terrorism, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA
- Failure of access circuits to our network, unless such failure is caused solely by Firstweb
- Scheduled maintenance and emergency maintenance and upgrades
- DNS issues outside the direct control of Firstweb
- Issues with FTP, POP, IMAP, or SMTP customer access
- False SLA breaches reported as a result of outages or errors of any Firstweb measurement system
- Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of our Terms of Service Policy
- Email or webmail delivery and transmission
- DNS (Domain Name Server) Propagation
- Outages elsewhere on the Internet that hinder access to your account. Firstweb is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. Firstweb will guarantee only those areas considered under the control of Firstweb: our server links to the Internet, our routers, and our servers.
In the event of Server Downtime or Network Downtime which is:
- (i) due to problem within Firstweb Network and
- (ii) if the total Server Downtime or Network Downtime exceeds specific numbers of hours consecutively (as specified in Table 1 below) in a calendar month, customer may claim for an Outage Event Credit (OEC).
The Customer shall be entitled to the following Outage Event Credit in the form of a credit against future bill of amounts payable by customer for the provision of the service: