Verio's goal is to achieve 100% Web Site and Server Availability for all customers. Our published service level agreement is 99.9%.
Subject to Sections 3 and 4 below, if the Web Site or Server Availability of customer's Web Site or Server is less than 100%, Verio will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:
|Web Site or Server Availability||Credit Percentage|
|99.9 to 100%||0%|
|98% to 99.8%||10%|
|95% to 97.9%||25%|
|90% to 94.9%||50%|
|89.9% or below||100%|
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Web Site or Server Availability caused by or associated with:
Credit Request and Payment Procedures
To receive a credit for a Shared hosting account, the customer must make a request therefore by sending an e-mail message to firstname.lastname@example.org. The e-mail message MUST include the domain name of the customer's account in the “Subject” line. Each request in connection with this SLA must include the customer's account number (per Verio's invoice) and the dates and times of the unavailability of customer's Web site and must be received by Verio within ten (10) business days after the customer's Web Site was not available. If the unavailability is confirmed by Verio, credits will be applied within two billing cycles after Verio's receipt of the customer's credit request. Credits are not refundable and can be used only towards future billing charges.
To request a credit for a Virtual Private Server (VPS) or Managed Private Server (MPS) account, the customer must login to the Account Information Interface in the Customer Backroom, select the specific account to view the Account Details, and then select the button labeled “Request SLA Review.” Each request in connection with this SLA must include the dates and times of the unavailability of customer's Server and must be received by Verio within ten (10) business days after the customer's Server was not available. If the unavailability is confirmed by Verio, credits will be applied within two billing cycles after Verio's receipt of the customer's credit request. Credits are not refundable and can be used only towards future billing charges.
Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by Verio and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Web Site or Server Availability of customer's Web Site or Server.
Note: Credits are not refundable and can be used only towards future billing charges.
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