Service Level Agreement

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Network and Power Uptime Guarantee

Applicable to all 3TEC.COM clients.

By signing up for 3TEC.COM services on the Internet, or by using any other means of subscription including subscription via a third party, a sales representative or commercialization partner, you benefit from the present network and power uptime guarantee if you are billed directly by 3TEC.COM.

Who may benefit from the guarantee?

The following guarantee is applicable to the renewable services offered by the 3TEC.COM that include a network connexion and Internet bandwidth or traffic. All clients of renewable services whose accounts are in order, which have no unpaid balance, are eligible for the present guarantee.

Guarantee Terms

100% Network Uptime

3TEC.COM guarantees 100% network uptime for all subscribers of a solution which includes a network connection. During one month, a complete network outages shall never occur. If a network outage should happen, 3TEC.COM will compensate its clients with a credit equivalent to one day of service for the first 15 minutes of unavailability and a credit of one day of service for each of the following hours. The credit can be claimed up to the monthly amount paid for the service. Unavailability is defined by failed PING commands to the IP address of the server hosting your web site. This unavailability must be directly caused by problems in the connection linking 3TEC.COM to the Internet and must be verifiable from multiple external Internet hosts.

100% Power Availability

3TEC.COM guarantees the electrical power supply of its datacenter 100% for all clients subscribed to a solution which includes an electrical supply port or an amp circuit. During one month, power outages shall never occur. If it should happen, 3TEC.COM will compensate its clients with a credit equivalent to one day for the first 15 minutes of unavailability and one day of credit for each of the following hours. The credit can be claimed up to the monthly amount paid for the service. This unavailability must be caused by problems directly related to the datacenter's electrical supply or to your server or bay's power supply.

Exclusions

100% Network Uptime

The guarantee is limited to network unavailability on the network operated by 3TEC.COM and the hardware owned by the 3TEC.COM or one of direct suppliers. The guarantee is in no case applicable to external network problems that might cause local perturbations for some internet service providers. The guarantee is in no case applicable, without being limited, to unavailability caused by hardware or software malfunctions, unavailability caused by the application of the acceptable use policy, to a network slowdown, to planned maintenance activities or to any event that is not directly under 3TEC.COM’s direct control. Any request for credit concerning a problem other than network uptime will be analyzed and treated individually as an independent request which is not subject to the network uptime guarantee.

100% Power Uptime

The guarantee is limited to electrical power unavailability due to hardware directly owned and operated by the 3TEC.COM or one of its direct suppliers. Any request for credit concerning a problem other than electrical power supply will be analyzed and treated individually as an independent request which is not subject to the electrical power supply guarantee.

Claim Procedures

The guarantee is limited to the network and power unavailability. All reclamations concerning this guarantee must be done by submitting the “Credit Claims” ticket in 3TEC.COM's "Service Centre" section of 3TEC.COM's site. All requests must be made within seven (7) days following the end of the month in question. Reclamations must include the starting time of the unavailability, the time when services came back to normal and at least 3 "traceroute" commands taken during the unavailability. Any incomplete reclamation form will be discarded. The request will be processed within 10 to 15 days following its reception.

Guarantee Contract

The guarantee is automatically valid for all of the 3TEC.COM subscribers. 3TEC.COM reserves the right to modify the present guarantee at any time, without notice. The modifications will be shown on this page.