Our 99.9% uptime guarantee applies to any profolio.us client in good financial standing at the time of a service outage.
Service Level Agreement
Avantgarde Hosting endeavors to have your web site available for http access by any party in the world 99.9% of the time. Network downtime is defined as a 100% packet loss from profolio.us to its backbone providers. Downtime is measured after notification of network failure via our web site’s Helpdesk support request form (http://www.avantgardehosting.com/helpdesk/submit.asp). If the support request form is unavailable, the request must be submitted by calling Avantgarde Hosting Support (see Contact). Your account representative will determine the end of the downtime by a traceroute to the customer's machine from outside Avantgarde Hosting’s network.
Account Credits
In the event that the content of your web site is not available for at least 99.9% of the time in your current billing period, profolio.us will credit you account with the following billing month's fees as outlined below. Credits shall be calculated by measuring the downtime percentage based on a calendar month of 30 days at 24 hours a day. The maximum credit shall not exceed thirty (30) percent of the monthly service charge for the affected billing period. The following table outlines monthly uptime credits:
| Monthly Uptime |
|
Credit |
| 95%-99.8% |
|
5% |
| 90%-94.9% |
|
10% |
| 85%-89.9% |
|
20% |
| 84.9% or less |
|
30% |
To receive credit on your account, you must request this credit within seven (7) days after you experienced the downtime. Credit must be requested via email to billing@avantgardehosting.com or by filling out a support request in our site’s Helpdesk. The message must contain your name and account number, and the dates and times of the unavailability of your website. For security purposes we may request other customer identification. Credits will usually be applied within sixty (60) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event of an outage.
Restrictions
Credits shall not be provided to you in the event that you have any outage resulting from:
1. Scheduled maintenance as posted occasionally at profolio.us, (usually during Midnight on Sundays)
2. Your behavior or the performance or failure of your equipment, facilities or applications.
3. Circumstances beyond profolio.us's reasonable control, including, without limitation, acts of any governmental body, war, terrorism, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance.
4. Unavailability of interruption or delay in telecommunications or third party services, including DNS propagation, domain name registration / transfer.
5. Failure of third party hardware or software.
6. Inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your web site.
7 . Outages elsewhere on the Internet that is beyond our control. profolio.us is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it.
8 . A client breaking any item in profolio.us's "Terms of conditions of use policy" causing a machine to fail as a result.
