Microsoft Exchange SLA

Last updated: March 22, 2012

Service

Service Commitment (measured by the calendar month)

Service Availability

Hostway guarantees 100% Service Availability. Service Availability is defined as the ability to pass incoming and outgoing TCP/IP traffic through Hostway’s network to/from the IP transit provider (Internet backbone) and the ability of a user on an Exchange account to (a) access and retrieve information from the Exchange server, and (b) send and receive messages via the Exchange server, provided that Customer’s hosting account is active and enabled.

Penalty Credit

Service Availability amount of the credit refund as a percentage of monthly fee:

Penalty Credit

The total refund to Customer for any account may not exceed 50% of the monthly fees charged to that account during the month for which the refund is to be issued. Only one refund and refund level is available in any given month.

Exceptions

When calculating the uptime, the following exceptions will apply:

Performance Monitoring

Hostway will ensure predictable performance and availability of all Services. This is achieved by actively monitoring the utilization levels (network, server, services and resources). If the situation changes, Hostway will notify Customer and advise them of recommendations that should and/or must be made to ensure consist and reliable Service. In some cases, a further investment by Customer in additional equipment may be required.

Data Integrity

Hostway will use commercially accepted best efforts’ to ensure all data stored as part of the Services provided is routinely backed up (daily and weekly) for up to a period of two (2) weeks. Notwithstanding the above, Customer is solely responsible for backing up (and/or archiving) data (locally or remotely) that can be used for restoration purposes. Hostway reserves the sole right to charge a ‘Restoration Fee’ if Customer requests that any data requires restoration.

Scheduled Maintenance

To ensure optimal performance of the servers, Hostway will perform routine maintenance on the servers on a regular basis, requiring servers to be removed from service. Hostway reserves two hours of server unavailability per month for maintenance purposes. This server unavailability will be excluded from the uptime calculations. Maintenance is typically performed during off-peak hours. Hostway will provide Customer with advanced notice of maintenance whenever possible.

Emergency Maintenance

Under certain circumstances Hostway may need to perform emergency maintenance, such as security patch installation or hardware replacement under the hardware replacement guarantee. Hostway will not be able to provide the Customer with advanced notice in case of emergency maintenance. This server unavailability due to emergency maintenance will be excluded from the uptime calculations.

Hardware Replacement Guarantee

Hostway will use industry standard practices to determine whether server hardware is functioning properly and will replace non-functioning hardware with similarly functioning hardware. Hostway guarantees hardware replacement within four hours from the time the problem is identified. In the case where this time is exceeded, the excess downtime is counted against Server Availability guarantee.

Customer Support Availability

The Helpdesk will be available in English to Customer 24×7 by telephone and email. The scope of Customer support services offered by the Helpdesk is as follows:
User Call
Technical call (Level II)
For additional technical support requests and escalations, including but not limited to mailbox backups, restorations, or issues resulting from user error, that are outside of the scope of the Helpdesk, Hostway’s Systems Administrators are available Monday to Friday, 8:00 am to 5:00 pm PST.

Customer Responsibilities Problem Reporting

Customer is solely responsible for reporting and problems that have with our Services. Customer Care can be reached 24 hours a day, 7 days a week.
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