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This Service Level Agreement (SLA) covers the availability and uptime of our Windows, Linux.

Coverage

This SLA applies to any Cityweb Customer in good financial standing with Cityweb at the time of a service outage.

Specifications

Cityweb endeavors to have the content of all your web sites (which are being served by Cityweb) available for HTTP access by any party in the world 99.9% of the time. Service outage (unavailability) is defined as 100% packet loss from Cityweb to its backbone providers.

Compensation

In the event that that the average availability of all your websites (served by Cityweb) falls below 99.9%, Cityweb will credit the following month's Service Fee as follows. Such credit shall be retroactive and shall be as calculated below and as measured 24 hours a day in a calendar month, with the maximum credit not to exceed hundred (100) percent of the monthly Service Fee charge for the affected month.

Server uptime is calculated on monthly basis. You can claim credit under SLA once in a month. In order for you to receive a credit, you must request such credit by 7th of the month following in which you experienced the incident of web site unavailability. You must request credit by sending an electronic mail message to billing @ Cityweb.com (without spaces). The body of this message must contain the address of the affected web site, the dates and times of its unavailability, and your personal information as on Cityweb records. Credits will be granted within seven (7) days of your credit request if Cityweb confirms the unavailability. No credit will be given if Cityweb cannot confirm the unavailability of the website in question.

Credit to your account shall be your sole and exclusive remedy in the event of an outage. All credits given by Cityweb are non refundable and may only be used to pay current or future service fees.

Restrictions

Credits shall not be provided to you in the event that you have any outage resulting from
1. Scheduled maintenance as posted from time to time at Cityweb's website
2. Your behavior, the non-performance or failure of your software or applications
3. Circumstances beyond Cityweb'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, domain name registration / transfer, 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.