Note: Service levels only apply to accounts that are current with billing. If/when an account becomes past-due, service levels, including "100% uptime SLA" are no longer valid and only reinstated when the account is brought current.
1. Web Hosting Services.
The following Web Hosting features are available to you: Web page serving, including content serving based on ColdFusion, ASP, ASP.NET, and PHP;
E-Mail and related features such as web-based mail reading, sending and delivering of electronic messages, and SPAM Filtering;
Domain Name Services and related features such as Domain Registration and Domain Resolution services;
Database Services such as MS SQL, MySQL, and MS Access;
Statistics reporting in the form of Raw Log Files or 3rd party reporting tools.
2. Technical Support.
Hosting Phone Support:
Monday through Sunday, 9am – 9pm EST. Emergency Technical Support is available 24/7.
Utropicmedia Network Solutions will provide: Full assistance in publishing your website to the Utropicmedia Network Solutions hosting infrastructure; Full assistance with e-mail configuration; Basic assistance with database setup and configuration; Limited advice with problems involving connectivity to Utropicmedia hosting infrastructure and other server related issues. To better assist you, please send us a message with the full description of your support request including complete error messages and screenshots when available, along with your account name.
Utropicmedia standard response time is one hour or less. The response time, however, may depend on the nature and complexity of the inquiry, or unexpected call volume. One-hour support reply does not apply to any “how to”, connectivity or software development related inquiries since such issues often involve extensive research and testing.
Technical Support assigns the highest priority to inquiries related to the servers' unavailability. Such inquiries are addressed immediately upon notification. It may take some time to resolve the issue, so you may not get an immediate reply. Standard Resolution time is 24-48 hours or longer, depending on the complexity of the issue.
3. Customer Service, Billing and Sales Inquiries.
Non-technical inquiries regarding your Utropicmedia hosting account should be sent to email@example.com
Billing inquiries should be sent to firstname.lastname@example.org
Please note: Utropicmedia must receive notice of billing disputes within thirty days of the date your credit card was charged for services.
All inquiries regarding purchase of new accounts or addition of services should be addressed to email@example.com
4. Issue Escalation.
If you are concerned with Utropicmedia Network Solutions hosting services or if you are unable to resolve a technical support issue within the parameters outlined in this Service Level Agreement, contact the President of Utropicmedia Network Solutions at firstname.lastname@example.org regarding your concerns. Your concerns will be reviewed, investigated, and responded to within one business day. As issues may be complex or require extensive investigation, this one business day response time does not imply that a resolution is guaranteed within one business day.
5. Account Provisioning and Server Management.
Account provisioning and server management tasks such as new account creation, password changes, and email address changes can be completed via the online control center at http://utropicmedia.net. Complex tasks that cannot be completed via the control center should be sent to Utropicmedia Network Solutions support team at email@example.com.
6. Service Availability.
Utropicmedia Network Solutions is committed to providing the highest quality service to all customers. To support this commitment, Utropicmedia gives the following service level guaranties and observes the following schedule of penalties for any failure to meet those guarantees.
Utropicmedia guarantees 100% Service Availability, measured on a calendar-month basis. Service Availability is defined as the ability of a user within an organization to:
6.1 Hosting Infrastructure Unavailability
Utropicmedia monitors the infrastructure as a whole but does not monitor individual websites or mailboxes. Web and Email server unavailability caused by denial of service attacks, mail bombing, and other Denial of Service techniques is not included in uptime/downtime calculations.
Please note: Server downtime is not recorded and no credit is issued during scheduled or emergency system maintenance. Outages caused by the actions beyond Utropicmedia's control including, but not limited to DoS attacks or other forms of intrusion are excluded from the uptime/downtime calculations.
6.2 Network Availability
Service unavailability resulting from network unavailability will not be included in the Service Availability calculation. Network unavailability is defined as Datarde network's inability to pass incoming and outgoing TCP/IP traffic, including but not limited to backbone problems, problems on the customer's portion of the network, interruptions of service caused by denial of service or similar attacks or other forms of intrusion.
6.3 Hardware Failure
In the event of a Utropicmedia server hardware failure, Utropicmedia shall replace or repair hardware within eight(8) hours of Utropicmedia’s determination that the hardware has failed. Such hardware failure, and repair and replacement of the hardware and the associated downtime shall not affect the Service Availability calculation.
6.4 Scheduled Maintenance
To guarantee optimal performance of the hosting infrastructure, it is necessary for Utropicmedia to perform routine maintenance on the servers. Such maintenance often requires taking Utropicmedia web and email servers off-line, typically performed during off-peak hours.
Utropicmedia will give you advance notice of maintenance requiring the servers to be taken off-line whenever possible. Utropicmedia reserves one hour of Service unavailability per month for maintenance purposes. Such unavailability is not included in the Service Availability calculation.
6.5 Refund for Non-compliance – Hosting Infrastructure availability
In the event that service is disrupted due to Utropicmedia Network Solutions asset failure, account credit will be issued as follows:
To receive the refund you must send a request with your account username, including all dates and times of server unavailability, to firstname.lastname@example.org, in the month immediately following the month for which the refund is requested.
Utropicmedia will then compare the information provided by you to the server availability monitoring data Utropicmedia maintains and notify you of the issuance of any refund. A refund is issued if the unavailability warranting the refund is confirmed by Utropicmedia server monitoring data.
6.6 Maximum Total Refund
The total refund to you for any account may not exceed 50% of the monthly fees paid for that account during the month for which the refund is to be issued.
7. Ownership of Data.
All data created or stored by you within Utropicmedia servers are your property. Utropicmedia shall allow access to such data by only authorized Utropicmedia personnel. Utropicmedia makes no claim of ownership of any web server content, e-mail content, or any other type of data contained within the accountholder's server space or within applications on Utropicmedia servers.
8. Data Integrity.
Semi-Dedicated and Email Hosting packages includes Backup Services which includes: full server backup performed once weekly to the shared tape backup device over the network; differential server backup performed once nightly to the shared tape backup device over the network; backup copy retention time is one week; Back-up Services do not include the process of restoring individual files, mailboxes or parts thereof. Utropicmedia can restore the content of your website for a flat fee of $50. Utropicmedia is not responsible for data loss resulting from the failure or loss of backup media.
9. Data Retention.
COMPANY SHALL NOT RETAIN ANY OF YOUR DATA INCLUDING BUT NOT LIMITED TO THE CONTENT OF YOUR WEBSITE, EMAIL, LOG FILES, AND BACKUP COPIES. ALL DATA IS DELETED FROM THE SERVERS AND BACK-UP MEDIA AFTER ACCOUNT TERMINATION.
This Agreement may be amended from time to time upon thirty calendar days prior written notice to you.