This Service Level Agreement (SLA) applies to you ("customer") if you currently hold a hosting account ("service") with Pukunui Technology and your account is current (i.e. not overdue).
As used herein, the term "Web Site Availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer's Web site is available for access by third parties via HTTP and/or HTTPS, as measured by Pukunui Technology.
Pukunui Technology aims to achieve 100% Web Site Availability for all customers.
Except under the conditions mentioned in the next section below, if the Web Site Availability of customer's Web site is less than 100%, Pukunui Technology will issue a credit to customer according to the following table:
Web Site Availability
Total Downtime in a 30 days calendar month
99.9 to 100%
0 to 43.2 minutes
98% to 99.8%
43.2 mins to 14 hrs 24 mins
95% to 97.9%
14 hrs 24 mins to 36 hrs
90% to 94.9%
36 hrs to 72 hrs
89.9% or below
more than 72 hrs
The credit will be calculated based on the monthly service charge for the affected Services.
Pukunui Technology will do its best to announce any scheduled maintenance at least 24 hours ahead of time to the customer.
Pukunui Technology reserves the right to perform emergency maintenance without any prior notification, should it be deemed necessary to protect and maintain the security and integrity of the Service.
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Web Site Availability caused by or associated with:
In order to receive a credit, customer must make a request therefore by emailing email@example.com. Each request in connection with this SLA must include customer's account name (per customer's control panel login) and the dates and times of the unavailability of customer's Web site and must be received by Pukunui Technology within ten (10) business days after customer's Web Site was not available. If the unavailability is confirmed by Pukunui Technology, credits will be applied within two billing cycles after Pukunui Technology's receipt of customer's credit request. Credits are not refundable and can be used only towards future billing charges.
Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by Pukunui Technology and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Web Site Availability of customer's Web site.
Note: Credits are not refundable and can be used only towards future billing charges.
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