Service Level Agreement

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LEENKAT is proud to offer an exceptional level of performance, reliability, and service. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA) which provides certain rights and remedies regarding the performance of the LEENKAT network. The LEENKAT Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of LEENKAT web hosting, reseller, dedicated server, co-location, e-commerce, and dial-up/dedicated access services.

Uptime Guarantee

LEENKAT strives to maintain a 99.9% network and server uptime service level. This uptime percentage is a monthly figure, and is is calculated solely by LEENKAT monitoring systems or LEENKAT authorized/contracted outside monitoring services. If LEENKAT fails to meet it’s 99.9% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case by case basis. LEENKAT will credit a full month’s service. Details on how credit amounts are calculated can be found below.

Exceptions

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

Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, “Acts of God” (ie…fire, flood, earthquake, tornado, etc…), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level Agreement.

Telco Failure (ie…Verizon™ cutting a fiber line somewhere)

Backbone peering point issues (ie…UUnet™ having a router go down in Virginia that wipes out internet service for the entire East Coast)

Scheduled maintenance for hardware/software upgrades

DNS issues not within the direct control of LEENKAT

Client’s acts or omissions, including without limitation, any negligence, willful misconduct, or use of LEENKAT service(s) in breach of LEENKAT Policy and Service Guidelines (AUP), by Client or others authorized by Client.

Connectivity

Our goal is to make the LEENKAT network available to Client free of outages for 99.9% of the time. An “outage” is defined as an instance in which Client is unable to transmit and receive IP packets due to a LEENKAT service failure for more than 15 consecutive minutes, excluding service failures relating to HostForWeb’s™ scheduled maintenance and upgrades. The LEENKAT network does not include client premises equipment or any Telco access facilities connecting Client’s premises to such infrastructure. HostForWeb’s™ goal is to keep Average Round-Trip Latency on the LEENKAT network to 85 milliseconds or less. LEENKAT defines “Average Round-Trip Latency”, with respect to a given month, as the average time required for round-trip packet transfers between the LEENKAT network and major US backbone peering points during such month, as measured by LEENKAT. HostForWeb’s™ goal is to keep Average Packet Loss on the LEENKAT network to 1% or less. LEENKAT defines “Average Packet Loss”, with respect to a given month, as the average percentage of IP packets transmitted on the LEENKAT network during such month that are not successfully delivered, as measured by LEENKAT.

Hardware Failure

LEENKAT stands behind all equipment on our network. Faulty hardware is rare, but cannot be predicted nor avoided. LEENKAT utilizes only name brand hardware of the highest quality and perfomance. LEENKAT will replace all faulty hardware affecting performance levels of equipment within 12 hours, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within two hours of problem identification. Router failure is an exception to this SLA guarantee, and may require on-site Cisco™ engineers or backbone provider emergency personnel to correct the problem. Router failure is governed by current LEENKAT contracts with Cisco™ and backbone providers in regard to the emergency repair service in case of such an issue. LEENKAT will replace all faulty hardware on dedicated servers (rented or leased servers), at no charge to the Client, with an unlimited free replacement policy. This includes parts ordered as upgrades.

Account cancellations

Your account can be cancelled ONLY by submitting secure service cancellation form. Other methods of cancellation are not valid. Once the form submitted account will be cancelled within 60 minutes.

General

LEENKAT reserves the right to change or modify this SLA to benefit the Client, and will post changes to location currently housing this SLA at time of modification, which will be made available to Client. Except as set forth in this SLA, LEENKAT makes no claims regarding the availability or performance of the LEENKAT network or servers. Specific terms/points of this SLA may be adjusted on a case by case basis by the specific Service Agreement signed/agreed by client. In case of difference terms/points in SLA and Service Agreement, the Service Agreement terms/points prevail over this general SLA policy. The Service Agreement signed/agreed by client, is above and beyond this SLA, and Service Agreement terms are in affect, including, but not limited to, limitations of liability.