Central Creation Group is proud to offer an exceptional level of performance, reliability, and service. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA) which provides certain rights and remedies regarding the performance of the Central Creation Group network. The Central Creation Group Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of Central Creation Group web hosting and e-commerce services.
Central Creation Group strives to maintain a 90% network and server uptime service level. This uptime percentage is a monthly figure, and is calculated solely by Central Creation Group monitoring systems or Central Creation Group authorized/contracted outside monitoring services. If Central Creation Group fails to meet it's 90% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case by case basis. Central Creation Group does not credit a full month's service for minor downtime. This would not be financially healthy for Central Creation Group, and in turn would only negatively affect the service level Central Creation Group provides to you. "Partial refunds for partial downtime" is our standard policy. In extreme circumstances, Central Creation Group may distribute full month credits, but this is dealt with on a case by case basis. Details on how credit amounts are calculated can be found below.
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the Central Creation Group network caused by or associated with:
Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, "Acts of God" (ie...fire, flood, earthquake, tornado, etc...), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level Agreement Telco Failure (ie.Verizon™ cutting a fiber line somewhere) Backbone peering point issues, Scheduled maintenance for hardware/software upgrades
DNS issues not within the direct control of Central Creation Group
Client's acts or omissions, including without limitation, any negligence, willful misconduct, or use of Central Creation Group service(s) in breach of Central Creation Group Policy and Service Guidelines (AUP), by Client or others authorized by Client.
Central Creation Group's goal is to make the Central Creation Group network available to Client free of outages for 99% of the time. An "outage" is defined as an instance in which Client is unable to transmit and receive IP packets due to a Central Creation Group service failure for more than 15 consecutive minutes, excluding service failures relating to Central Creation Group's scheduled maintenance and upgrades. The Central Creation Group network does not include client premises equipment or any Telco access facilities connecting Client's premises to such infrastructure. Central Creation Group's goal is to keep Average Round-Trip Latency on the Central Creation Group network to 115 milliseconds or less. Central Creation Group defines "Average Round-Trip Latency", with respect to a given month, as the average time required for round-trip packet transfers between the Central Creation Group network and major US backbone peering points during such month, as measured by Central Creation Group. Central Creation Group's goal is to keep Average Packet Loss on the Central Creation Group network to 1% or less. Central Creation Group defines "Average Packet Loss", with respect to a given month, as the average percentage of IP packets transmitted on the Central Creation Group network during such month that are not successfully delivered, as measured by Central Creation Group.
Central Creation Group will periodically (on average every 15 minutes) monitor Central Creation Group network and server availability using software and hardware components capable of measuring application traffic and responses. Client acknowledges that that such measurements may not measure the exact path traversed by Client's internet connection, and that such measurements constitute measurements across the Central Creation Group network but not other networks to which Client may connect. Central Creation Group reserves the right to periodically change the measurement points and methodologies it uses without notice to Client. Full network and server reporting will be posted to a location designated by Central Creation Group and made available to Client.
Central Creation Group stands behind all equipment on our network. Faulty hardware is rare, but cannot be predicted nor avoided. Central Creation Group utilizes only name brand hardware of the highest quality and performance. Central Creation Group will replace all faulty hardware affecting performance levels of equipment within 72 hours, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within four hours of problem identification. Router failure is an exception to this SLA guarantee, and may require on-site Cisco™ engineers or backbone provider emergency personnel to correct the problem. Router failure is governed by current contracts with Cisco™ and backbone providers in regard to the emergency repair service in case of such an issue. Central Creation Group will replace all faulty hardware on servers (rented or leased servers), at no charge to the Client, with an unlimited free replacement policy. This includes parts ordered as upgrades.
Credit requests must be made on the Central Creation Group web site, by emailing to firstname.lastname@example.org. Each request in connection with network/server outages/downtime must be received by Central Creation Group within five days of the occurrence. Each request in connection with Average Round-Trip Latency or Average Packet Loss in a calendar month must be received by Central Creation Group within five days after the end of such month. The total amount credited to a Client for Central Creation Group not meeting SLA service levels will not exceed the service fees paid by Client Central Creation Group for such services for the period in question. Each validly requested credit will be applied to a Client invoice within 30 days after Central Creation Group's receipt of such request. Credits are exclusive of any applicable taxes charged to Client or collected by Central Creation Group. Upon Client's request (in accordance with the procedure set forth below), Central Creation Group will issue a credit to Client for network/server outages/downtime occurring during any calendar month that are reported by Client to Central Creation Group and confirmed by Central Creation Group's measurement reporting. Such credit will be equal to one MONTH's worth of service. If Average Round-Trip Latency on the Central Creation Group network for a calendar month exceeds 115 milliseconds, then upon Client's request, Central Creation Group will issue a credit to Client equal to one MONTH's worth of service. If Average Packet Loss exceeds 1% during a calendar month, then upon Client's request, Central Creation Group will issue a credit to Client equal to one MONTH's worth of service.
Your account can be cancelled ONLY by phone and/or email request to email@example.com. Other methods of cancellation are not valid.
Central Creation Group reserves the right to change or modify this SLA to benefit the Client, and will post changes to location currently housing this SLA at time of modification, which will be made available to Client. Except as set forth in this SLA, Central Creation Group makes no claims regarding the availability or performance of the Central Creation Group network or servers. Specific terms/points of this SLA may be adjusted on a case by case basis by the specific Service Agreement signed/agreed by client. In case of difference terms/points in SLA and Service Agreement, the Service Agreement terms/points prevail over this general SLA policy. The Service Agreement signed/agreed by client, is above and beyond this SLA, and Service Agreement terms are in affect, including, but not limited to, limitations of liability.