Application of Rockclimb Networks SLA
These Rockclimb Networks Service Level Agreements (SLAs) provide Customer with certain rights and remedies regarding the performance of the Rockclimb Networks and servers (as defined below). Use of Rockclimb Networks Service constitutes acceptance and agreement to Rockclimb Networks TOS (Terms of Service) as well as Rockclimb Networks (Billing agreement) available on www.Rockclimb Networks.org
Definitions
For purposes of these Rockclimb Networks SLAs, the following terms have the meanings set
forth below:
* "Base Monthly Service Fee" consists solely of the base monthly fee paid by Customer for the
affected Rockclimb Networks service and excludes all other fees which might be charged to
Customer, including, by way of example and not limitation, set-up fees, fees for local loop, space
rental fees, charges for additional services such as managed services, incremental bandwidth
usage or hard drives beyond that which is available without additional charge under Rockclimb
Networks standard rates, hourly support, and other types of optional additional services.
Summary of Rockclimb Networks SLAs
As described in more detail below, this Rockclimb Networks SLAs provides commitments based upon goals in the following key areas:
Rockclimb Networks Availability
99% Service Uptime Guarantee.
Due to our extensive network infrastructure, Rockclimb Networks can provide its customers with
a 99% Network Uptime.
Guarantee. In the event that any service does not experience 99% uptime in a given month,
Rockclimb Networks will credit 5% of customer's base monthly service fee for the first hour of
downtime and subsequently an additional 5% for each hour of downtime thereafter with a
maximum of an 80% refund. Any emergency scheduled downtime taken by Rockclimb
Networks will not apply towards this downtime calculation, nor to the credit calculation. This
guarantee applies to Rockclimb Networks network uptime and not to any hardware, software or
services running on a customer's server.