Service Level Agreement
Kidapawan Exchange Web Programming Services is proud to offer an exceptional level of performance, reliability, and service. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA) which provides certain rights and remedies regarding the performance of the Kidapawan Exchange Web Programming Services network. The Kidapawan Exchange Web Programming Services Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of Kidapawan Exchange Web Programming Services web hosting, reseller, dedicated server, co-location, e-commerce, and dial-up/dedicated access services.
Uptime Guarantee
Kidapawan Exchange Web Programming Services strives to maintain a 99.9% network and server uptime service level. This uptime percentage is a monthly figure, and is is calculated solely by Kidapawan Exchange Web Programming Services monitoring systems or Kidapawan Exchange Web Programming Services authorized/contracted outside monitoring services. If Kidapawan Exchange Web Programming Services fails to meet it's 99.9% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case by case basis. Kidapawan Exchange Web Programming Services will credit a full month's service. Details on how credit amounts are calculated can be found below.
Exceptions
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the Kidapawan Exchange Web Programming Services network caused by or associated with:
Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, "Acts of God" (ie...fire, flood, earthquake, tornado, etc...), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level Agreement
Telco Failure (ie...Verizon™ cutting a fiber line somewhere)
Backbone peering point issues (ie...UUnet™ having a router go down in Virginia that wipes out internet service for the entire East Coast)
Scheduled maintenance for hardware/software upgrades
DNS issues not within the direct control of Kidapawan Exchange Web Programming Services
Client's acts or omissions, including without limitation, any negligence, willful misconduct, or use of Kidapawan Exchange Web Programming Services service(s) in breach of Kidapawan Exchange Web Programming Services Policy and Service Guidelines (AUP), by Client or others authorized by Client.
Connectivity
Kidapawan Exchange Web Programming Services's goal is to make the Kidapawan Exchange Web Programming Services network available to Client free of outages for 99.9% of the time. An "outage" is defined as an instance in which Client is unable to transmit and receive IP packets due to a Kidapawan Exchange Web Programming Services service failure for more than 15 consecutive minutes, excluding service failures relating to Kidapawan Exchange Web Programming Services's scheduled maintenance and upgrades. The Kidapawan Exchange Web Programming Services network does not include client premises equipment or any Telco access facilities connecting Client's premises to such infrastructure. Kidapawan Exchange Web Programming Services's goal is to keep Average Round-Trip Latency on the Kidapawan Exchange Web Programming Services network to 85 milliseconds or less. Kidapawan Exchange Web Programming Services defines "Average Round-Trip Latency", with respect to a given month, as the average time required for round-trip packet transfers between the Kidapawan Exchange Web Programming Services network and major US backbone peering points during such month, as measured by Kidapawan Exchange Web Programming Services. Kidapawan Exchange Web Programming Services's goal is to keep Average Packet Loss on the Kidapawan Exchange Web Programming Services network to 1% or less. Kidapawan Exchange Web Programming Services defines "Average Packet Loss", with respect to a given month, as the average percentage of IP packets transmitted on the Kidapawan Exchange Web Programming Services network during such month that are not successfully delivered, as measured by Kidapawan Exchange Web Programming Services.
Measurement
Kidapawan Exchange Web Programming Services will periodically (on average every 10 minutes) monitor Kidapawan Exchange Web Programming Services network and server availability using software and hardware components capable of measuring application traffic and responses. Client acknowledges that that such measurements may not measure the exact path traversed by Client's internet connection, and that such measurements constitute measurements across the Kidapawan Exchange Web Programming Services network but not other networks to which Client may connect. Kidapawan Exchange Web Programming Services reserves the right to periodically change the measurement points and methodologies it uses without notice to Client. Full network and server reporting will be posted to a location designated by Kidapawan Exchange Web Programming Services and made available to Client.
Hardware Failure
Kidapawan Exchange Web Programming Services stands behind all equipment on our network. Faulty hardware is rare, but cannot be predicted nor avoided. Kidapawan Exchange Web Programming Services utilizes only name brand hardware of the highest quality and perfomance. Kidapawan Exchange Web Programming Services will replace all faulty hardware affecting performance levels of equipment within 12 hours, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within two hours of problem identification. Router failure is an exception to this SLA guarantee, and may require on-site Cisco™ engineers or backbone provider emergency personnel to correct the problem. Router failure is governed by current Kidapawan Exchange Web Programming Services contracts with Cisco™ and backbone providers in regard to the emergency repair service in case of such an issue. Kidapawan Exchange Web Programming Services will replace all faulty hardware on dedicated servers (rented or leased servers), at no charge to the Client, with an unlimited free replacement policy. This includes parts ordered as upgrades.
Credits
Credit requests must be made on the Kidapawan Exchange Web Programming Services web site, by emailing to billing@kidapawanexchange.com. Each request in connection with network/server outages/downtime must be received by Kidapawan Exchange Web Programming Services within five days of the occurance. Each request in connection with Average Round-Trip Latency or Average Packet Loss in a calendar month must be received by Kidapawan Exchange Web Programming Services within five days after the end of such month. The total amount credited to a Client for Kidapawan Exchange Web Programming Services not meeting SLA service levels will not exceed the service fees paid by Client Kidapawan Exchange Web Programming Services for such services for the period in question. Each validly requested credit will be applied to a Client invoice within 30 days after Kidapawan Exchange Web Programming Services's receipt of such request. Credits are exclusive of any applicable taxes charged to Client or collected by Kidapawan Exchange Web Programming Services. Upon Client's request (in accordance with the procedure set forth below), Kidapawan Exchange Web Programming Services will issue a credit to Client for network/server outages/downtime occurring during any calendar month that are reported by Client to Kidapawan Exchange Web Programming Services and confirmed by Kidapawan Exchange Web Programming Services's measurement reporting. Such credit will be equal to one MONTH's worth of service. If Average Round-Trip Latency on the Kidapawan Exchange Web Programming Services network for a calendar month exceeds 85 milliseconds, then upon Client's request, Kidapawan Exchange Web Programming Services will issue a credit to Client equal to one MONTH's worth of service. If Average Packet Loss exceeds 1% during a calendar month, then upon Client's request, Kidapawan Exchange Web Programming Services will issue a credit to Client equal to one MONTH's worth of service.
Account cancellations
Your account can be cancelled ONLY by submitting secure service cancellation form. Other methods of cancellation are not valid. Once the form submitted account will be cancelled within 60 minutes.
General
Kidapawan Exchange Web Programming Services reserves the right to change or modify this SLA to benefit the Client, and will post changes to location currently housing this SLA at time of modification, which will be made available to Client. Except as set forth in this SLA, Kidapawan Exchange Web Programming Services makes no claims regarding the availability or performance of the Kidapawan Exchange Web Programming Services network or servers. Specific terms/points of this SLA may be adjusted on a case by case basis by the specific Service Agreement signed/agreed by client. In case of difference terms/points in SLA and Service Agreement, the Service Agreement terms/points prevail over this general SLA policy. The Service Agreement signed/agreed by client, is above and beyond this SLA, and Service Agreement terms are in affect, including, but not limited to, limitations of liability.