Service Level Agreement

ClassificationPublic

"Uptime" refers to the amount of time the Services are available, as measured solely and only by Purple IO Ltd internal monitoring systems. "Downtime" refers to the amount of time the Services are unavailable, as measured solely and only by Purple IO Ltd internal monitoring systems.

Purple IO Ltd guarantees that its networking and connectivity services will be available 100% of the time. In the event such level of service is not provided, Purple IO Ltd will credit the customer’s account in an amount as determined in the chart below, reflecting credit percentages of the monthly fees paid for the services, but not payments made for any of the following products and services: domain name registration, software licenses, IP address charges, set up fees, shipping and handling, SSL certificate fees, labour charges, and other services which are unrelated to uptime.

• 99.1% to 99.9% will result in a credit of 5%
• 98% to 99% will result in a credit of 10%
• 95% to 97.9% will result in a credit of 25%
• 90% to 94.9% will result in a credit of 50%
• 89% or below will result in a credit of 100%

The customer must request a credit by emailing [email protected]. The email must include the dates and times of the downtime and the name and IP address of the server or servers which experienced the downtime. The request must be received by Purple IO Ltd within ten business days after the incident of downtime. If the unavailability is confirmed by Purple IO Ltd, a credit will be applied to the customer’s account within thirty days of receipt of the customer’s credit request.

The total amount credited to the customer in a particular month under this agreement shall not exceed the total amount of fees paid by the customer for such month for the affected services. Credits are exclusive of any applicable taxes charged to the customer or collected by Purple IO Ltd.

The provisions of the agreement pertaining to Force Majeure are unaffected by these terms referring to uptime guarantee. Moreover, downtime caused by any of the following shall not result in any obligation by Purple IO Ltd to provide credit to you:

1. Emergency maintenance.
2. Scheduled maintenance.
3. System upgrades.
4. Domain name system (DNS) problems outside of Purple IO Ltd control.
5. Issues with FTP, POP, IMAP, or SMTP customer access.
6. Acts or omissions by you or any of your employees or agents, resulting in downtime.
7. Any negligence, willful misconduct, or use of the services in breach of UK Dedicated Servers Limited Acceptable Use Policy.
8. Problems with users' web browsers, DNS, or other caching that might make it appear the services are unavailable even though others can still access the UK Dedicated Servers Limited servers.