Active Net Communications Web Hosting Service Level Agreement

This agreement sets out the level of service that Active Net Communications will provide for its web hosting customers for the provision of Internet and hosting services.

Our service guarantee includes:
1. Network availability promise
2. Hardware repair promise
3. Network capacity promise
4. Maximum Liability

Network availability promise:
We guarantee that our network will be available for 99.9% of any given month but please note that our resilient network and modern, advanced data centre facilities generally provide 100% connectivity. Should our network be unavailable for more than 0.1% of the time in any full calendar month, we will refund 1 day of service for every full hour that external connectivity has been unavailable. The duration of an outage is measured from the time the customer reports a fault to our engineers to the time that full connectivity is restored.

Hardware & software availability promise:
Should the hardware or software in any server which we use for hosting fail, we shall repair or replace the hardware or software in question within 12 hours of our technician confirming that a fault is present. If we do not have the hardware or software problem fixed within 1 day of you reporting the problem, we will refund 1 day of service for each additional day the hosting account is non operational. The duration of the breakdown will be measured from the time the customer reports the breakdown to the time the hosting account is reinstated by our engineer.

Network Capacity Promise:
We guarantee to keep a minimum of a 2:1 ratio between the capacity of our resilient
network and the transit capacity that we have sold to our customers. This ensures that our network will never become flooded and that there will always be adequate bandwidth available to all connected equipment. This is subject to the Network availability promise above.

Maximum Liability
Our maximum liability to the customer in the event of the non-operation of any hosting account for any reason is 100% of the amount paid to us by the Customer for web hosting in the month preceding the incident.