Service Level Agreement
100% Network Uptime Guarantee
Specifications
WebSharx Florida endeavors to have our public network available to any party in the world 100% of the time.
Network downtime (unavailability) is defined as 100% packet loss from WebSharx Florida to its backbone providers. Downtime is measured beginning 10 minutes after notification of network failure via WebSharx Florida’s online ticketing system.
If the ticketing system itself is unreachable, the ticket must be started by calling the WebSharx Florida NOC or emergency paging services.
WebSharx Florida administrators will determine the end of downtime by performing a traceroute to the backbone providers from the WebSharx Florida network.
Credit
If our public network does not experience 100% uptime in a given month, WebSharx Florida will credit 5% of the customer’s monthly service fees for the affected services.
Additional credits will be issued for each 30 minutes of network downtime experienced, up to 100% of the monthly service fee.
Restrictions
Customers shall not receive any credits under this SLA in connection with any failure or deficiency of network availability caused by or associated with:
- Circumstances beyond WebSharx Florida’s reasonable control, including acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or labor disturbance, interruption of transportation, unavailability of telecommunications or third-party services, virus attacks, hackers, failure of third-party software (including ecommerce platforms, payment gateways, chat, or free scripts), or inability to obtain raw materials, supplies, or power.
- Failure of bandwidth providers to the WebSharx Florida network, unless such failure is caused solely by WebSharx Florida.
- Scheduled maintenance, emergency maintenance, or upgrades.
- DNS issues outside the direct control of WebSharx Florida.
- Issues with FTP, POP, IMAP, or SMTP customer access.
- False SLA breach reports caused by outages or errors in WebSharx Florida’s measurement system.
- Customer’s acts or omissions (or acts of those authorized by the customer), including but not limited to custom scripting or coding (CGI, Perl, HTML, PHP, etc.), negligence, misconduct, or use of services in violation of WebSharx Florida’s Acceptable Use Policy (AUP).
- E-mail or webmail delivery and transmission delays.
- DNS (Domain Name Server) propagation.
- Outages elsewhere on the internet that hinder access to your account. WebSharx Florida is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it.
Areas Covered Under SLA Guarantee
WebSharx Florida guarantees only those areas considered under our direct control:
- WebSharx Florida server links to the internet
- WebSharx Florida routers
- WebSharx Florida servers
WebSharx Florida
- 30740 FL-54
- Wesley Chapel, FL 33543
- (813) 692-6633