Contract level agreement

Customer agrees to the following Service Level Agreement:

Coverage: This Service Level Agreement (hence forth known as “SLA”) applies to You (referred hereinafter as “You”, “Your” or “Customer”), if you have subscribed for services with Bluemoonhost (referred hereinafter as “We”, “Our”, “Us”, “Company” or “Bluemoonhost”) and Your account is in good standing condition.

Bluemoonhost does not provide its Customer(s) with a service level guarantee. Bluemoonhost works only on best-effort basis for both hardware and network uptime. This means that Bluemoonhost will put in its best effort to resolve any and all issues faced by the Customer as soon as possible, but will not guarantee an estimated time for resolution of the issue.

Network uptime can be monitored through 3rd party service. We can boldy state that our uptime will always stay above 99%. Incase the uptime percentage reduces beyond 99%, Customer(s) who made made special service level agreements can receive service credits depending on the contract agreed to. Customers who have no such arrangements made with the Company shall not receive any credits – if any credits are issued, its purely based on courtesy by the Company.

Restrictions: Credits shall not be provided to You in the event that You have no Service Availability resulting from:
(i) Scheduled maintenance
(ii) Your behavior or the performance or failure of Your equipment, facilities or applications
(iii) circumstances beyond Bluemoonhost ‘s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, hardware failure for one or more reasons, or power used in or equipment needed for provision of Your Web Site.
Limitations: On-line problems occur continuously. There might come a time when you cannot access your website or any other service. This is not necessarily due to Bluemoonhost . Perhaps your ISP is experiencing technical difficulties, or there might be a routing problem between your ISP and Bluemoonhost , making communication difficult or impossible. We cannot bear the responsibility of such problems. Our monitoring agents determine the uptime of our service, and not any one client’s experience.