Web-site Content:

Choosing a hosting provider is never easy and it seems to be risky when your site is at stake. We know that the availability of your site is of utmost importance and entrusting your website to WebIndya is something that we take seriously. That's why we have one of the most aggressive Service Level Agreement (SLA) to cover the multiple components that keep your site up and running.WEBINDYA's SLA is a contract between you, the customer, and WEBINDYA. It defines the terms of our responsibilities and the money back guaranty if our responsibilities are not met. We want our customers to feel at ease with their decision to move their site to WEBINDYA, and knowing that WEBINDYA takes your site's uptime as seriously as you do is imperative.

WEBINDYA SLA covers three components that support the availability of your web site:

99.99% Network Uptime

We guaranty that our data center network will be available 99.99% of the time in a given month, excluding scheduled maintenance. The data center network means the portion of the WEBINDYA network extending from the outbound port on your edge device to the outbound port of the data center border router and includes WEBINDYA managed switches, routers, cabling. WEBINDYA Guaranty: We will credit your account 5% of the monthly fee for each 90 minutes of network downtime, up to 100% of your monthly fee for theaffected server.

Infrastructure

We guaranty that data center HVAC and power will be functioning 99.999% of the time in a given month, excluding scheduled maintenance. Power includes UPSs, PDUs and cabling, but does not include the power supplies, network connections on your servers/LAN. Infrastructure downtime exists when a particular server is shut down due to any issue including hardware problem or power or heat problems or network issue at customer equipment.

Hardware

We guaranty the functioning of all server hardware components and will replace any failed component at no cost. "Hardware" means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is guarantied to be complete within 24 hour of problem identification this guaranty only applies to customers who are leasing or renting equipment from WEBINDYA.

Credit Requests

To receive an SLA credit, WEBINDYA customers must contact their account manager. SLA is based on monthly service or pre-paid, if service amount is not paid in full on or before due date SLA will be null and void for that month or service period, our SLA is in full force if there is no past due THEREFORE, WEBINDYA's managed customers are covered by our SLA. All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer's monthly hosting recurring charge. This SLA does not apply for any month that the customer has been in breach of WEBINDYA Terms of Service or if the account is in default of payment or payment is late more than 3 days.

Client Responsibility

Beside payments all clients must follow our Terms of use. WEBINDYA does not allow any network abuse or spam, any abuse or clear IP addresses client will be billed on hourly basis at $250.00/hour to clean our IP address or network abuse complains

Uptime Guarantee

WebIndya strives to maintain a 99.9% network and server uptime service level. This uptime percentage is a monthly figure, and is calculated solely by WebIndya monitoring systems or WebIndya authorized/contracted outside monitoring services. If WebIndya fails to meet it's 99.9% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case by case basis. WebIndya does not credit a full month's service for minor downtime. This would not be financially healthy for WebIndya, and in turn would only negatively affect the service level WebIndya provides to you. "Partial refunds for partial downtime" is our standard policy. In extreme circumstances, WebIndya may distribute full month credits, but this is dealt with on a case by case basis. Credits are issued for one month's service only, never more.

Exceptions: Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the WebIndya network caused by or associated with:

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  •	Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, "Acts of God" (ie...fire, flood, earthquake, tornado, etc...), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level Agreement
  •	Telco Failure (ie...Verizon™ cutting a fiber line somewhere)
  •	Backbone peering point issues (ie...UUnet™ having a router go down in Virginia that wipes out internet service for the entire East Coast)
  •	Scheduled maintenance for hardware/software upgrades
  •	Hardware failure (faulty hardware is rare, but cannot be predicted nor avoided). WebIndya utilizes only name brand hardware of the highest quality and performance.
  •	Software bugs/flaws (Expolits and bugs may develop that cause security issues or downtime)
  •	DNS issues not within the direct control of WebIndya
  •	Network floods, hacks, attacks from outside parties or individuals
  •	Failure or error of any WebIndya monitoring or measurement system

  
  

• Client´s acts or omissions, including without limitation, any negligence, willful misconduct, or use of WebIndya service(s) in breach of WebIndya Policy and Service Guidelines (TOS), by Client or others authorized by Client or others authorized by Client.