help4IT's goal is to achieve 100% web site availability for all our customers. The service level agreement (SLA) serves to provide you with confidence and assurance that we stand behind our hosting packages.

In the event that the help4IT web server that your website is hosted on falls below 99.9% web site availability, you may This e-mail address is being protected from spambots. You need JavaScript enabled to view it to request a credit according to the terms and conditions of this SLA. Complete SLA terms and conditions follow.

1. Coverage; Definitions

This web site availability SLA applies to you ("Customer") if you have ordered help4IT hosting ("services") and your account is current (up to date payments) with help4IT. As used herein, the term "website availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer's website is available for access by third parties through HTTP and HTTPS as measured by help4IT.

2. Service Level

Goal: help4IT's goal is to achieve 100% website availability for all customers.

Remedy: Subject to sections 3 and 4 below, if the website availability of customer's web site is less than 100%, help4IT will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly pro rata service charge for the affected services:

3. Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of website availability caused by or associated with:

1. circumstances beyond help4IT's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or interrruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat statistics or free scripts) or inability to obtain raw materials, supplies or power used in or equipment needed to provision of this SLA;

2. scheduled maintenance and emergency maintenance and upgrades;

3. DNS issues outside the direct control of help4IT;

4. issues with FTP, POP, IMAP or SMTP customer access;

5. false SLA breaches reported as a result of outages or errors of any help4IT measurement system;

6. customer's acts or omissions (or acts or omissions of others engaged or authorised by customer), including, without limitation, custom scripting or coding (e.g. CGI, Perl, HTML, ASP, etc.) any negligence or wilful misconduct;

7. email or webmail delivery and transmission;

8. DNS (Domain Name Server) Propagation;

9. outages elsewhere on The Internet that hinder access to your account. help4IT is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. help4IT will guarantee only those areas considered under the control of help4IT.

4. Credit Request and Payment Procedures

To request a credit for help4IT services, in connection with this SLA, the customer must include the dates and times of the unavailability of customer's website. The request must be received by help4IT within ten (10) business days after the customer's website was not available. If the unavailability is confirmed by help4IT, credits will be applied to the customer's account.

Notwithstanding anything to the contary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting package fee paid by the customer for such month for the affected services.

Credits are customer's sole and exclusive remedy with respect to any failure or deficiency in the website availability of customer's website.