Service Level Agreement

Company Service Levels

With our team of highly skilled Systems Administrators monitoring and responding to issues 24 hours a day,
365 days a year, MegaWorldHosting offers Service Level Agreements (SLA) guaranteeing the reliability and
performance of our network and hosting services.

Company Network SLA-
(Covers all colocation, dedicated server, and shared hosting clients)
• 99.999% network uptime
• One day credit for each hour of network downtime
• • One day credit for each 1% of packet loss

Company Power SLA-
(Covers all colocation, dedicated server, and shared hosting clients)
• 100% power uptime via utility feeds, UPS, and/or generator
• One day credit for each hour of power downtime
• Client provided hardware is not covered.

Shared Hosting specific SLA-
(Covers only Shared Hosting clients)
• 99.999% server uptime.
• Replacement of malfunctioning components within less than two hours.
• One day credit for each additional two hours taken with hardware replacement.
• SLA does not include operating system and/or data restoration from backup.

Company Maintenance Events-
(Covers all clients)
General Maintenance shall mean any maintenance
• Of which Client is notified 48 hours in advance.
• That is performed during a standard maintenance window from 11 PM to 4 AM local time of the
data center.
Notice of Scheduled Maintenance will be provided to Client’s designated point of contact by email.
Emergency Maintenance may have less than a 24-hour notification period. Emergency maintenance may be
performed at any time, with or without notice as deemed necessary by MegaWorldHosting.

Company Exceptions-
Client shall not receive any credits under this SLA in connection with any failure or deficiency caused by or
associated with:
• Circumstances beyond MegaWorldHosting’ reasonable control, including, without limitation, acts of
any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or
other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or
delay in telecommunications or third party services, virus attacks or hackers, failure of third party
software (including, without limitation, ecommerce software, payment gateways, chat, statistics or
free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for
provision of this SLA;
• Scheduled maintenance and emergency maintenance and upgrades;
• DNS issues outside the direct control of MegaWorldHosting;
• Issues with FTP, POP, IMAP, or SMTP client access;
• False SLA breaches reported as a result of outages or errors of any MegaWorldHosting
measurement system;
• Client’s acts or omissions (or acts or omissions of others engaged or authorized by client),
including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any
negligence, willful misconduct, or use of the Services in breach of MegaWorldHosting’ Terms and
Conditions and Acceptable Use Policy;
• E-mail delivery and transmission;
• Reasons of Force Majeure;
• DNS (Domain Name Server) Propagation.
• Outages elsewhere on the Internet that hinder service.(ie DNS caching that may make a web site
appear inaccessible when others can still access it)

Company Credit Terms-
Creditable outages do not include unavailability resulting from
• Any Client provided supplies, equipment, applications, or software.
• Acts or omissions of Client.
• Any outside use or user of the service authorized by a Client.

Company General Terms-
Client must open a trouble ticket with within three days of the outage to properly document any outage and
receive credit.
• Up to 100% of applicable fees on client’s monthly bill may be credited due to failure to provide
service per the terms of the SLA.
• Measurement of all data is per a 30 consecutive day period
This SLA is subject to change at the sole discretion of MegaWorldHosting, without notice to Client. The most
recent revision of this document will be posted to this web site. All changes made to the SLA will be effective
five (5) days after the first publishing date.
This SLA in no way construes that MegaWorldHosting will guarantee performance against failures of
application specific failures, such as web server software, operating system software, failing hardware, web
site application features, database performance or related components.