| Terms & Conditions: Service Level Guarantee
All CLOCH Internet web site hosting plans come complete with a service level guarantee (SLG) outlining our commitment to you and the level of service that is offered with your web site hosting.
CLOCH Internet web servers are hosted in a purpose built Internet Data Centre.
Not only can we provide the most powerful and flexible products, but also offer the highest class of support possible.
Our guarantee covers the following aspects of your service:
Application of CLOCH Internet SLG
This CLOCH Internet Service Level Guarantee (SLG) provides the Customer with certain rights and remedies regarding the performance of the CLOCH Internet web site hosting services (as defined below).
This CLOCH Internet SLG applies only to Customers receiving the following services from CLOCH Internet:
(i) Virtual web site hosting services
(ii) Dedicated server hosting services
(iii) Shared dedicated server hosting
(iv) Email hosting services (each a "Customer")
This Service level Guarantee does not apply to customer's accounts that are in arrears, overdue by more than 14 days or in dispute.
30 Day Money Back Guarantee
If you are not satisfied with your web site hosting account, we will provide you with a full refund (excluding set-up and domain registration fees), should you wish to cancel your account within thirty (30) days of your account being activated.
30 Minute Technician
If any of our servers suffer a hardware fault we can have a technician working on it within 30 minutes of the fault being reported. This applies 24 hours a day 365 days a year.
99.9% Internet Connectivity & Server Availability
Should our Internet connectivity or server availability fail for more than 0.5% of the time in any calendar month, we will credit accounts with the value of one days service for every hour that Internet connectivity has been unavailable over and above 0.2% of time for that month up to a maximum of your hosting fee. The true level of connectivity and availability will often be higher than 99.9%.
Price Promise
CLOCH Internet will not raise the price of your hosting plan, even if the price increases for new customers. Price decreases will be made available to existing customers when hosting fees are due for renewal.
Bandwidth Contention
We guarantee to maintain a 1:1 contention ratio on bandwidth (we ensure that your maximum allowance is always available to you). We have the capacity to increase available Internet Bandwidth instantly, on demand.
Exceptions
Customer shall not receive any credits under this CLOCH Internet SLG in connection with any failure or deficiency of the CLOCH Internet services caused by or associated with:
a. circumstances beyond CLOCH Internet's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labour 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 CLOCH Internet SLG;
b. scheduled maintenance and emergency maintenance and upgrades;
c. DNS issues outside the direct control of CLOCH Internet;
d. Customer's acts or omissions (or act or omissions of others engaged or authorized by Customer), including without limitation, any negligence, wilful misconduct, or use of CLOCH Internet services in breach of CLOCH Internet's Terms and Conditions of Service or CLOCH Internet's Acceptable Use Policy.
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Cloch Internet Services : Service Level Guarantee
