Epalon Hosting Service Level Agreement (SLA)

Uptime Guarantee:

Epalon Hosting strives to maintain a 99.5% network and server uptime service level. This uptime percentage is a monthly figure, and is is calculated solely by Epalon Hosting's authorized/contracted outside monitoring services. If Epalon Hosting fails to meet it's 99.5% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case by case basis. Epalon Hosting does not credit a full month's service for minor downtime. This would not be financially healthy for Epalon Hosting, and in turn would only negatively affect the service level Epalon Hosting provides to you. "Partial refunds for partial downtime" is our standard policy. In extreme circumstances, Epalon Hosting may distribute full month credits, but this is dealt with on a case by case basis. Details on how credit amounts are calculated can be found below.

Exceptions:

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the Epalon Hosting network caused by or associated with:

• Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, "Acts of God" (ie...fire, flood, earthquake, tornado, etc...), strike or other labor 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 Service Level Agreement
• Telco Failure (ie...A cut a fiber line somewhere)
• Backbone peering point issues (ie...UUnet™ having a router go down in Virginia that wipes out internet service for the entire East Coast)
• Scheduled maintenance for hardware/software upgrades
• Hardware failure (faulty hardware is rare, but cannot be predicted nor avoided). Epalon Hosting utilizes only name brand hardware of the highest quality and performance.
• Software bugs/flaws (Expolits and bugs may develop that cause security issues or downtime)
• DNS issues not within the direct control of Epalon Hosting
• Network floods, hacks, attacks from outside parties or individuals
• Failure or error of any Epalon Hosting monitoring or measurement system
• Client’s acts or omissions, including without limitation, any negligence, willful misconduct, or use of Epalon Hosting service(s) in breach of Epalon Hosting Policy and Service Guidelines (AUP), by Client or others authorized by Client.