Because availability is critical for your mission-critical hosting environment, our Service Level Agreements (SLA’s) are designed to protect customers against unscheduled outages. The SLA’s provides unsurpassed levels of availability with correspondingly aggressive penalties for failure to comply with them.

Contents:

1. Preamble

2. SLA for Shared Hosting Solutions

3. SLA for Reseller Hosting Solutions

4. SLA for Dedicated Hosting Solutions

5. Exceptions for Shared and Reseller Hosting Solutions

6. Credit Request and Payment Procedures

7. Revisions

1. Preamble

1.1 These Service Level Agreements (SLA’s) apply to you (the “Customer”) if you have ordered any of the following hosting services from Red Fox Hosting (the “Services”) and your account is current (i.e. not past due) with Inferno Studios: Shared Hosting Solutions, Reseller Hosting Solutions and Dedicated Hosting Solutions.

1.2 As used herein the terms “Availability” and “Uptime” means the percentage or a particular month (based on 24-hour days for the number of days in the subject month) that the Services are available for use and that the content of customer’s Web site is available for access by third parties via HTTP and HTTPS (where applicable), as measured by Inferno Studios.

1.3 SLA’s valid from 1st October 2010.

2. SLA for Shared Hosting Solutions

2.1 99.7% Service Availability – Subject to Section 5 below, if the availability of the Services is less than 99.7%, Inferno Studios. will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:

Service AvailabilityCredit Percentage

99.7 to 100%0%

98% to 99.7%10%

95% to 97.9%20%

90% to 94.9%30%

89.9% or below100%

2.2 Scheduled Maintenance – Scheduled maintenance shall mean any maintenance to Inferno Studios equipment which the Services utilise, or which may affect the Services. The customer will be notified 24 hours in advance and the maintenance period will not be more than 6 hours. Attempts will be made to perform the maintenance at non-peak times where ever possible.

2.3 Price Freeze – We will not increase the price you pay throughout the term of your service, even if the price to new customers changes.

 

3. SLA for Reseller Hosting Solutions

3.1 99.7% Service Availability – Subject to Section 5 below, if the availability of the Services is less than 99.7%, Inferno Studios will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:

Service AvailabilityCredit Percentage

99.7 to 100%0%

98% to 99.7%10%

95% to 97.9%25%

90% to 94.9%35%

89.9% or below100%

3.2 Scheduled Maintenance – Scheduled maintenance shall mean any maintenance to Inferno Studios equipment which the Services utilise, or which may affect the Services. The customer will be notified 24 hours in advance and the maintenance period will not be more than 6 hours. Attempts will be made to perform the maintenance at non-peak times where ever possible.

3.3 Price Freeze – We will not increase the price you pay throughout the term of your service, even if the price to new customers changes.

4. SLA for Dedicated Hosting Solutions

4.1 99.9% Network Uptime – We guarantee 99.9% network uptime, if we fail to meet this we will refund 1 days service for every hour that connectivity has been unavailable over and above 0.1% of the month, extending in value up to a maximum of your monthly subscription charge.

4.2 Scheduled Maintenance – Scheduled maintenance shall mean any maintenance to Inferno Studios equipment to which a customer is connected, or which may affect the customers service. The customer will be notified 48 hours in advance and the maintenance period will not be more than 4 hours. Attempts will be made to perform the maintenance at non-peak times where ever possible. There shall be no more than 2 scheduled maintenance periods in 1 calendar month, unless beyond the control of Inferno Studios.

4.3 4 Hour Hardware Replacement – If for any reason any of the hardware in your dedicated server fails, we will rectify the problem within 4 hours of our technicians confirming the hardware fault. In the unlikely event we fail to achieve this, we will refund you 1 days service for every hour of downtime, up to a maximum of your monthly subscription charge.

4.4 Price Freeze – We will not increase the price you pay throughout the term of your service, even if the price to new customers changes.

5. Exceptions for Shared and Reseller Hosting Solutions

5.1 Customer shall not receive any credits under the Shared Hosting Solutions SLA and Reseller Hosting Solutions SLA in connection with any failure or deficiency of Availability caused by or associated with:

(a) circumstances beyond Inferno Studios’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus or spam 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 for provision of the SLA;

(b) failure of access circuits to the Inferno Studios Network, unless such failure is caused solely by Inferno Studios;

(c) scheduled maintenance and emergency maintenance and upgrades;

(d) DNS issues outside the direct control of Inferno Studios;

(e) false SLA breaches reported as a result of outages or errors of any Inferno Studios measurement system;

(f) 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., HTML, ASP, PHP, ASP.NET etc), any negligence, willful misconduct, or use of the Services in breach of Inferno Studios’s Terms and Conditions and Acceptable Use Policy;

(g) DNS (Domain Name Server) propagation;

(h) malfunction or maintenance work of the provided online Control Panels;

(i) outages elsewhere on the Internet that hinder access to the Services. Inferno Studios is not responsible for browser or DNS caching that may make the Services appear inaccessible when others can still access them. Inferno Studios will guarantee only those areas considered under the control of Inferno Studios: Inferno Studios server links to the Internet, Inferno Studios’s routers, and Inferno Studios’s servers.

6. Credit Request and Payment Procedures

6.1 In order to receive a credit, customer must make a request by sending an email message to support  [@] ecommerce-host.co.uk. Each request in connection with the SLA must include customer’s account number (per Inferno Studios’s invoice) and the dates and times of the unavailability of the Services and must be received by Inferno Studios within ten (10) business days after the Services were not available. If the unavailability is confirmed by Inferno Studios, credits will be applied within two billing cycles after Inferno Studios’s receipt of customer’s credit request.

6.2 Credits are not refundable and can be used only towards future billing charges.

6.3 Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under the SLA shall not exceed the total fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by Inferno Studios and are customer’s sole and exclusive remedy with respect to any failure or deficiency in the Availability of the Services.

7. Revisions

7.1 Inferno Studios reserves the right to revise, amend, or modify the Service Level Agreements, and any of our other policies and agreements at any time and in any manner.