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Dedicated Internet Access, Colocation, and Dedicated
Servers Services are backed by specific service level
guarantees. If these guarantees are not met, the credit set
forth below will be issued if requested by the customer and
verified by Dreamway Designs, following
the procedures outlined below. The total of all credits
provided under this SLA are limited to the monthly recurring
charges for the affected Dedicated Internet Access,
Co-Location, and Dedicated Servers Services for the
affected month of service.
Network Availability
Guarantee - 99.9%
Dreamway Designs' IP Network, as defined in this
section, is guaranteed to be available and capable of
forwarding IP packets 99.9% of the time, as averaged
over a calendar month. Dreamway Designs' IP network
includes the customer's access port (the port on
Dreamway Designs' switch upon which the customer's
access terminates) and Dreamway Designs' IP network.
Dreamway Designs' IP network includes Dreamway Designs'
owned and controlled routers and switches plus
connectivity provided to Dreamway Designs by the various
ISPs from whom Dreamway Designs
may purchase IP transit directly over facilities the
ISPs own and control.
The Dreamway Designs Network
Availability guarantee does not include the local access
circuit (e.g. local loop) or Customer Premises Equipment
("CPE") unless those services are provided by
Dreamway Designs. Dreamway Designs' Network Availability
guarantee does not include the Customer's Local Area
Network (LAN), scheduled maintenance events, customer-caused
outages or disruptions, interconnections to or from
and connectivity within other Internet Service Provider
(ISP) networks, and force majeure events. The Dreamway
Designs Network Availability guarantee does not include
any customer server hardware failure.
If the Network Availability
guarantee is not met in a calendar month, the customer
may request a credit of 1/30th of the monthly recurring
charge (MRC) for that month for each full hour of outage
in excess of the .01% guaranteed under this SLA. Limits
on the credit and the reporting procedures are detailed
below.
Credit Limits
and Reporting Procedures
To receive credits, the customer must contact Dreamway
Designs' customer service within 5 business days
of the occurrence by sending an e-mail to: support@dreamwaydesigns.com.
This e-mail must contain documentation supporting the
claim of an SLA violation such as PING and/or traceroute
output taken at the time of the occurrence which demonstrates
the problem(s) being reported.
Dreamway Designs will take all measures it deems appropriate
to investigate reported outages. Determination of credits
due pursuant to this SLA will be made solely by
Dreamway Designs.
Total credits under this
SLA are limited to the monthly recurring charge for
the affected dedicated Internet Access, Co-Location,
and Dedicated Servers Services for the month in which
the service does not meet the guarantees.
