Service Level Agreement (SLA)

At Concentric^®, we appreciate the fact that organizations entrust us with their business by relying on our web site availability. We developed our patented Clustered Hosting architecture to ensure that your web site is not dependent on any single hardware component for uptime, regardless of traffic load or time of day. We are so confident in our technology, service and support team that we offer a 99.9% web site service level agreement (SLA).

Coverage

This SLA applies to the Concentric Basic, Professional, and Enterprise hosting plans and requires that your account is current on all service charges with no past due balances owed. Web site availability is defined as the total hours in the month (based on a 24-hour day and 30-day month) that your site is available for all HTTP and HTTPS requests, as calculated by Concentric.

Service Level

Concentric guarantees 99.9% web site availability for all HTTP and HTTPS requests per calendar month on the above service plans, which allows for 43 minutes of non-consecutive service outage per month. For the purpose of this SLA, only outages lasting a minimum of 10 consecutive minutes are considered a service outage for calculating availability. The SLA is subject to the following conditions and exclusions below.

Should web site availability drop below 99.9%, the Concentric^® customer will be eligible for the following percentage credits based on the Monthly Recurring Charges (MRC). If the customer has opted for a prepay option, the credit will based on the equivalent MRC.

Exclusions and Conditions

In addition to the service plan and billing history conditions above, Concentric name servers must be authoritative for your domain name. That is, a "whois" lookup (identifies the owner and the IP address of the domain name) will display ns1.concentric.com and ns2.concentric.com as the authoritative name servers.

This SLA covers service outages affected by areas considered under the control of Concentric including Concentric-managed connectivity to the Internet, Concentric routers, and Concentric servers and data center LANs. This SLA does not apply to service outages caused by or associated with:

• Circumstances beyond the reasonable control of Concentric, including, without limitation, acts of any governmental body, war, insurrection, sabotage, terrorism, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, e-commerce software, payment gateways, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
• Failure of access circuits to the Concentric network, unless such failure is caused solely by Concentric;
• Scheduled maintenance, including upgrades; emergency maintenance;
• Domain Name Server (DNS) issues outside the direct control of Concentric, including, without limitation, DNS Propagation or any delays in the registration or transfer of a domain name due to domain registrar or registry issues; browser or DNS caching that may make your site appear inaccessible when others can still access it;
• FTP, POP, IMAP, SMTP or shell customer access issues;
• Outages or SLA failures resulting from any act or omission by Customer or its agents, including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, etc.); negligence, willful misconduct; exceeding allowable monthly Site Traffic allocation; or any use of the services in violation of the applicable Terms Conditions or acceptable use policy;
• Email or Web Mail delivery and transmission;
• Outages elsewhere on the Internet that hinder access to a hosted account;

Credits

The submission of requests for SLA credits by the customer must be for the specific hosting account impacted by service unavailability.

To receive an SLA credit, the Concentric® customer must complete the online form in the Concentric® Center within ten (10) calendar days that the Customer’s site was not available. Each request must include the dates and times of the web site unavailability and other required information. The applicable credit adjustment will be made to the Customer's account within two billing cycles after confirmation of the SLA outage.

The total amount credited to the customer in a particular month under this SLA shall not exceed the total monthly recurring fee paid by the customer for such month for the affected services, and does not apply to any fees paid for domain name registration or renewal or add-on purchases of email boxes, disk space, traffic, or Resource Units.

Any evidence of fraudulent bulk submissions using the online form or via e-mail or unauthorized submissions by a Concentric® customer will result in immediate termination of the customer's account.

UPTIME GUARANTEE

Concentric Clustered Hosting is backed with a 99.9% SLA and a 3 month money back guarantee, and we provide superior customer care with live 24×7 access to trained specialists via phone or email.