Service Level Agreement (SLA)

Service Level Agreement

3CG Web Worx guarantees a 99% network uptime. If in any given month we fail to meet this guarantee a 3CG Web Worx customer is eligible for a credit on their current hosting account. You must meet the below requirements in order to be eligible for an SLA credit:

Your account must be in good standing
You must submit a ticket through our support department
All requests must be submitted within 3 days of the reported downtime
Accounts that have multiple services attached, only the web hosting portion will be covered.

Uptime Guarantee SLA Credit

(99% uptime) — Guaranteed

  • 99% uptime guaranteed, each month
  • Monitored every minute by a third-party monitoring system
  • 10% service credit if we don’t meet our goal, plus 10% for every additional 1% of downtime
  • Up to a 100% credit each month

3CG Web Worx is not responsible for downtime related to the services listed below and as such will not issues credits for the following:

Internal services such as MySQL, Apache, PHP, etc.
Scheduled downtime or planned maintenance
Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
ISP or local connection problems
Customer-controlled downtime
Acts of Force Majeure
This SLA is subject to change at the sole discretion of 3CG Web Worx and will be updated on the web site. Any changes made to this SLA will take effect 5 days after it is published.

 

9/01/2015