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Service Level Agreement (SLA)

AtMeta, LLC (herein referred to as ATMETA) is committed to providing superior service and support. Our Service Level Agreement (SLA) provides guarantees if you have service(s) with us and your account is in good standing. Any SLA credits are applied as a credit toward future services. Customer accounts currently in good standing qualify for SLA credits or claims. Any past service or account issues or SLA claims in no way affect any current SLA claims. All agreements are subject, but not limited, to the Terms of Service policy.

CUSTOMERS WITH MONTHLY HOSTING AGREEMENTS ARE ONLY ELIGIBLE FOR SLA CLAIMS BASED ON THE MONTHLY AMOUNT OF THE BASE ACCOUNT CHARGE. ATMETA DOES NOT PROVIDE FOR ANY SLA CREDIT ON "RESOLD" ACCOUNTS OR SUB ACCOUNTS. WE HIGHLY RECOMMEND CUSTOMERS WHO "RESELL" ATMETA'S SERVICES POST A DETAILED SLA ON THEIR WEBSITE. ATMETA IS IN NO WAY RESPONSIBLE FOR ANY LOSS OF REVENUE INCURRED DUE TO NETWORK OR SERVER DOWNTIME.

Network Uptime Guarantee
ATMETA's servers connect to the Internet through redundant high-speed connections on diverse backbones ensuring data delivery to the end user in the fastest, most efficient manner possible. ATMETA guarantees a 99.9% network uptime, excluding scheduled maintenance and previously notified upgrades.

Claims
In the event that there is network outage, ATMETA will credit the monthly service charge for the following month's service as calculated below and as measured 24 hours a day in a calendar month, with the maximum credit not to exceed 25% of the monthly service charge for the affected month. Network outage means any outage in which end customers are unable to access the customer's site, due to a failure in ATMETA's network. ATMETA is not responsible for connectivity issues resulting from failure of any other network than one which is solely owned by ATMETA. ATMETA will ONLY be held responsible for its network and not for general conditions on the Internet. Delays that occur outside ATMETA's routers caused by backbone failures/congestion, interruption of or delay in transportation, unavailability of, interruption or delay in telecommunications, or third party services (including DNS propagation) resulting in degradation of service and high packet loss or similar conditions, cannot be guaranteed by ATMETA. When purchasing services from ATMETA, customer agrees that ATMETA will not be held responsible for any loss of sales or revenue as a result of network outages or website and server inaccessibility.

ATMETA will offer Network outage service credits to customers in accordance with the following schedule:

Server Availability / Credit
99.9% / Guaranteed
98%-99.8% / 5%
96%-98.99% / 10%
90%-95.99% / 15%
89.99% or below / 25%

Hardware Replacement (Web Servers)
ATMETA uses state-of-the-art hardware and components and will replace any failed component at no cost to the customer. Hardware repair/replacement will begin immediately upon identification of the hardware failure. Hardware is defined as any physical component contained within the server (Processor, Memory, Hard Drive, etc). The time required to repair/replace hardware does not include software reinstallation and/or data recovery from backup tapes/disks (time frame depends on size of disk), if software reinstallation and/or data recovery is necessary. The maximum credit shall not exceed 25% of the monthly service charge.

ATMETA will offer hardware replacement service credits to customers in accordance with the following schedule:

Timeframe from Notification of Hardware Failure / Credit
Within 4 Hours / Guaranteed
From 4 Hours - 6 Hours / 5%
From 6 Hours - 8 Hours / 10%
From 8 Hours - 12 Hours / 15%
Greater than 12 Hours / 25%

Service Credit Request Procedure
In order for you to receive a credit on your account, you must request such credit within 72 hours after you experience hardware failure or network outage. You must follow these steps:

1. Send a request through our support site at http://www.atmeta.com/support/, providing your domain name and/or account number.

2. Document times of unavailability or outage of your server and any additional information pertinent to the claim.

3. Credits will usually be applied to the following month's invoice within 30 days of ATMETA's acceptance of the request. Credit to your account shall be the sole and exclusive remedy in the event that there is a network outage or hardware failure.

Claims Review Process
All claims must be submitted through our support site. Claims will be acknowledged within three (3) business days and reviewed within ten (10) business days of receipt. Upon coming to a decision, the customer will be notified via phone or e-mail whether the appropriate service credit will be issued on the next invoice or reject the claim by specifying the basis for rejection.

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