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Legal
Terms of Use - Service Level Agreement
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Updated on: 09th Dec 2016.
Effective Date: 09th Dec 2016.
Effective Date: 09th Dec 2016.
ZWC’s reliable hosting service is backed up by an industry-leading Service Level Agreement (SLA). We guarantee network uptime 99.0% of the time during a twelve-month period, starting on the date you order your account. If we fall below that, we will notify you by email.
You are always welcome to contact our support team if you believe an SLA event has occurred and you have not been compensated properly.
Excused Downtime
The following events do not count towards our calculation of uptime:
- Scheduled maintenance;
- Emergency maintenance, hardware and software failure remedied under 1 hour;
- Distributed denial of service (DDOS) attacks, hacker attacks, and other similar events;
- Downtime caused by you, your own configuration, or third-party applications you use;
- Downtime caused when you reach the maximum resources allocation for your plan;
- Downtime caused because you have violated this TOS;
- Downtime during work on your technical support request(s); or
- Downtime during scheduled maintenance.
- Force majeure.
Our calculation of network availability is based on our internal records. We will not accept Third Party reports as evidence.
This SLA is your sole and exclusive remedy for downtime, or any network, software, hardware or Equipment failure.
