Network Uptime Service Level Agreement
The Technomax Group and E-Shop Genie© guarantees network uptime to be 99.9%. This guarantee assures that all major routing devices within our network are reachable from the global internet 99.9% of the time.
Network SLA Exclusions
Many possible situations are completely beyond our control, and therefore are not in the scope of this SLA. These situations include:
- Scheduled Network Maintenance - occasionally network maintenance will be required. The Technomax Group will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file. Scheduled maintenance periods are not eligible for SLA credits.
- Hardware Maintenance - on rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. The Technomax Group will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
- Software Maintenance - an important part of managing a dedicated server is keeping the software up to date. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
- Malicious Attacks - if a third party not associated with The Technomax Group initiates a "Denial of Service" or other form of disabling attack against your Dedicated Server or major portions of our network, The Technomax Group will do everything in it's power to stop the attack, but cannot guarantee a resolution time.
- CPanel Issues - if you choose to run CPanel and Web Host Manager on your Dedicated Server, the default install will be configured for automatic updates of CPanel related software. On occasion, one of these automatic updates could adversely effect all or part of the CPanel related software on you server. The Technomax Group will do whatever is necessary to fix any Cpanel related problems, but cannot guarantee a resolution time.
In the event that The Technomax Group does not meet this SLA, all hosted services and clients will become eligible to request compensation for downtime. If The Technomax Group is directly responsible for causing the downtime, the customer will receive a credit of $5 US for each hour of downtime and limited to the amount of the client's monthly fees . If The Technomax Group is NOT responsible for the network downtime as determined by third party monitoring, no credit shall be issued.
All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge. Any compensation will be credited to the client's account and no exchange of money will take place.
E-Shop Genie©
When The Technomax Group installs E-Shop Genie© we guarantee its operation. However, if a client installs third party software for use with the shopping cart we cannot guarantee problems caused by any such third party applications. In most cases these software vendors will support their products.
If an account is past due no SLA credits will be issued.
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