Service Level Agreement
99.9% Service Level Agreement "SLA"
DANIMA ("We", "Us", "Our", "DanimaHosting", "DANIMA Technologies Inc.") offers its clients a 99.9% network uptime guarantee for customer satisfaction purposes and also to ensure that your business is running problem free. DANIMA will try to maintain maximum uptime. DANIMA is not responsible for any downtime caused by the client or any other client on the shared hosting network. We experience 99.9% uptime on all servers and network equipment over a 12 month period. We will do our best of course to avoid any downtime on our shared hosting network.
The DANIMA Service Level Agreement (SLA) applies to all web hosting services. This SLA may be amended at any time by DANIMA. Updated copies of the SLA will be located at http://www.danimahosting.com/docs/sla.
1.1. Web Hosting Maintenance Services is defined as a monthly system overview by a System Administrator. DANIMA will perform a set of performed checks, audits regarding your server. From time to time security updates, application patches, and System Administration may be performed.
1.2. DANIMA Network (DANIMA Network) is defined as the equipment, software and facilities within DANIMA network segment, including DANIMA contracted ISP service to which DANIMA network segment is connected, collectively used by DANIMA to provide the service.
1.3. Service Availability (Service Availability) is the total time in a calendar month that the DANIMA is available through the Internet, provided that Client has established connectivity. DANIMA takes responsibility for the Service Availability within their network, and cannot be held liable for upstream problems. The DANIMA Network will be available to clients free of Network Outages for 99.9% of the time.
1.4. Service Downtime ("Service Downtime") is any unplanned interruption in Service Availability during which Client is unable to access the services as described in section 1.3 above that is determined to have been caused by a problem in DANIMA Network as confirmed by DANIMA. Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability in a calendar month. DANIMA provides direct support and expertise in the software it provides, any unplanned outages due to software failure are the direct responsibility of the software publisher and not of DANIMA.
1.5. Scheduled Service Downtime (Scheduled Service Downtime) is any DANIMA interruption of Managed Services. Scheduled Service Downtime occurs during DANIMA standard server maintenance window, which occurs with a 24 hour notice to the Client via e-mail.
1.6 Monitoring Service (Monitoring Service) is the service DANIMA provides and monitors TCP/IP based ports and applications through its internal monitoring service.
2. Service Exclusions.
2.1. This SLA does not cover Service Downtime caused by problems in the following:
2.1.1. Client’s local area network.
2.1.2. Client-provided Internet connectivity or end-user software.
2.1.3. Anything inside Client’s internal network including, but not limited to, firewall configuration and bandwidth to internet, local area workstations, servers, software, and configuration.
3. Service Downtime Exclusions.
3.1. The following are excluded from the monthly calculation of Service Availability:
3.1.1. Any utilized Scheduled Service Downtime.
3.1.2. Any problems outside DANIMA Network.
3.1.3. Any interruptions, delays or failures caused by Client or Client’s employees, agents, or subcontractors, such as, but not limited to, the following:
220.127.116.11. Inaccurate configuration.
18.104.22.168. Non-compliant use of any software installed on the server.
22.214.171.124. Client initiated server over-utilization.
126.96.36.199. Any problems related to the attacks on the machine such as hacking, attacks, and exploits.