This Web Site Uptime Service Level Agreement (SLA) applies to you (“customer”) if you have ordered hosting account services from The Web Managers LLC (the “Services”) and your account is current (i.e., not past due) with The Web Managers LLC. The term “Web Site Uptime” 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 HTTPS, as measured by The Web Managers LLC systems/services.
The Web Managers LLC’s goal is to achieve 99.99% Web Site Availability and Uptime for all our customers.
If the uptime of a customer’s Web site is less than 99.9% in any given month, The Web Managers LLC will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services (per section 3 and 4 below):
Website Uptime Credit Percentage
Uptime Percentage Credit Percentage
99.9% to 100% 0%
98% to 99.8% 5%
95% to 97.9% 20%
90% to 94.9% 50%
89.9% or below 100%
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Web Site Availability caused by or associated with:
In order to receive a credit, customer must open a billing ticket in our help desk. Each request in connection with this SLA must include customer’s account number (domain name) and the dates and times of the unavailability of customer’s Web site. The request must be received by The Web Managers LLC within ten (10) business days after customer’s Web Site was not available. If the unavailability is confirmed by The Web Managers LLC, credits will be applied within two billing cycles after The Web Managers LLC’s receipt of customer’s credit request.
Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes to customer or collected by The Web Managers LLC and are customer’s sole and exclusive remedy with respect to any failure or deficiency in the Web Site Availability of customer’s Web site.