This Service Level Agreement (SLA) applies to you ("customer") if you currently hold an account with any of the Hosting or VPS services from Creativesite™ (the "Services") and your account is current (i.e., not past due) with Creativesite™.
Creativesite™ offers a monthly Uptime Guarantee of 99.9% (“Guarantee”) for the Hosted Services You purchase from Us. If We fail to meet this Guarantee, as solely determined by Us, due to an internal infrastructure or equipment failure, You will be eligible for a Service cycle prolongation for the time the Service was unreachable. The maximum Service cycle prolongation given may be one (1) month of free hosting. Downtime must be confirmed by a staff member of our Support Team.
As used herein, the term "Web Site Availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer's Web site is available for access by third parties via HTTP and/or HTTPS, as measured by Creativesite™.
The first forty-five (45) minutes, i.e. 0.1%, of Service unavailability per month are not eligible.
If the Service has been up for less than 99.9% we'll offer a 1-day Service cycle prolongation for each hour the server has been down below this limit. Please note that all calculations are done only for 30 calendar days of the current calendar month.
For non-scheduled maintenance/downtime, we'll offer a 1-day Service cycle prolongation for each hour of downtime experienced.
Customer shall not receive any prolongation under this SLA in connection with any failure or deficiency of Web Site Availability caused by or associated with:
In order to receive a SLA prolongation, customer must make a request by contacting us : firstname.lastname@example.org
Each request in connection with this SLA must include customer's account name (per customer's control panel login) and the dates and times of the unavailability of customer's Web site and must be received by Creativesite™ within ten (10) business days after customer's Web Site was not available. If the unavailability is confirmed by Creativesite™, prolongation will be applied within two billing cycles after Creativesite™'s receipt of customer's SLA prolongation request.