Touch One Hosting

Service Guarantees (SLA)

99.998% Network Infrastructure Guarantee
Touch One Hosting guarantees high availability for its data center LAN. Touch One Hosting's network is structured, sophisticated, and redundant with no single points of failure. This delivers a significant performance and redundancy improvement over public or private peering Internet connectivity strategies. Lypha's proven record and current standing monthly average of an aggregate monthly 99.998% network uptime sets a new standard for reliability. It translates to less than 35 seconds of downtime per month.

99.998% Facility Infrastructure Guarantee
Touch One Hosting also guarantees facility functionality including power, physical security, environment, and fire protection.

99.5% Database Server Guarantee
Our Database mySQL Server Clustering Solution protects customers' database services from network, hardware, operating system, and database service failures, ensuring the highest Web database availability.

99.5% Web Server Guarantee
Our local and distributed load balancing and mirroring solutions protect customer Web servers from network, hardware, operating system, and Web server application service failures ensuring optimum Web server performance and availability. A guarantee of 99.5% availability means that there will be no more than 3 consecutive hours of unscheduled outage per month. Customers will be offered one free month's worth of service for any guarantee not met in full.

Support Response Guarantee
We're staffed 24 hours a day, 365 days of the year. When you need assistance our staff is always ready to deliver meaningful and helpful responses as quickly as possible. Any support request that is submitted through our specified support channels is guaranteed to receive a response within 24 hours. Please note that this does not mean that our average response takes 24 hours. During business hours, our average ticket response time is under 20 minutes, and at night, only a few hours.**

Touch One Hosting - Service Level Agreement

Web Site Availability Service Level Agreement

COVERAGE
This Web Site Availability Service Level Agreement applies to YOU if YOU have ordered *any* hosting plans ("Service") and YOU are in good financial standing with Touch One Hosting.

SERVICE LEVEL
Touch One Hosting guarantees to have network connectivity available 99.998% of the time and http access by third parties 99.5% in any particular month ("Web Site Availability").

CREDITS
In the event that there is no Web Site Availability, Touch One Hosting will credit the monthly service charge for the Service as calculated below and as measured 24-hours a day in a calendar month, with the maximum credit not to exceed the monthly service charge for the affected month:

Web Site Availability Credit  
95% to 99.4% = 25% 
90% to 94.9% = 50% 
89.9% or below = 100%

In order for YOU to receive a credit on YOUR account, YOU must request such credit within seven (7) business days after YOU experienced no Web Site Availability. YOU must request credit by sending an electronic mail message to billing@touchonehosting.com. For security, the body of this message must contain YOUR account number/domain name, the dates and times of the unavailability of YOUR web site, and such other customer identification requested by Touch One Hosting. 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 that there is no Web Site Availability.

RESTRICTIONS
Credits shall not be provided to YOU in the event that YOU have no Web Site Availability resulting from (i) scheduled maintenance, (ii) YOUR behavior or the performance or failure of YOUR equipment, facilities or applications, or (iii) circumstances beyond Touch One Hosting's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of YOUR Web Site.

LIMITATIONS
On-line problems occur continuously. There might come a time when you cannot access your website or any other service. This is not necessarily due to Touch One Hosting. Perhaps your ISP is experiencing technical difficulties, or there might be a routing problem between your ISP and Touch One Hosting, making communication difficult or impossible. We cannot bear the responsibility of such problems. Our monitoring agents determine the uptime of our service, and not any one client's experience.

Notes

* Does not include reimbursement for domain name registration, or any other external services purchased while using service. Refunds for accounts with payment methods besides Credit Card, including wire transfers, checks, and money orders, may take an extended amount of time to process. After the first 30 days, you cannot receive a full refund, but may cancel at any time.

** Support response guarantee excludes sales, billing, and abuse emails. Support response guarantee does not guarantee resolution within 24 hours, merely a response from a human (non-automated response).