Services

Service Level Agreement

› Coverage
This Service Level Agreement (SLA) applies if you have ordered any hosting package ("service") and you are in good financial standing with SyntheticNetwork.

› Service Level
SyntheticNetwork endeavors to have network connectivity available by http access 99.9% of the time ("web site availability").

› Credits
In the event that there is no web site availability, SyntheticNetwork will credit the monthly charge for the hosting service.

Monthly Uptime
  99.9% - 100%
  Less than 99.9%
Credit
  -
  100%

In order for you to receive the credit on your account, you must request it within three (3) business days after you experienced web site unavailability so that we may check our stats. The message must contain your domain name, the dates and times of the unavailability of your web site, and such other customer identification requested by SyntheticNetwork. Credits will be applied within thirty (30) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event that there is no web site availability.

› Restrictions
Credits shall not be provided to you in the event that you have no web site availability resulting from (i) scheduled maintenance, (ii) your behavior or the performance or failure of your programs or applications, or (iii) circumstances beyond SyntheticNetwork's reasonable control, including, without limitation, acts of any governmental body, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, DDoS attacks (distributed denial-of-service), 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, or power used in or equipment needed for provision of your Web Site.

› Limitations
Online problems occur continuously. There might come a time when you cannot access your website or any other service. This is not necessarily due to SyntheticNetwork. Perhaps your ISP is experiencing technical difficulties, or there might be a routing problem between your ISP and the server utilized and maintained by SyntheticNetwork, 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.

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