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Service Level Agreement

Service Level Agreement

Credits

We’ll credit your next invoice with the equivalent of 1 day’s hosting fee for each 60 minutes of unscheduled downtime (up to 100% of your hosting fee for the month in which the outage occurs).  Credits are applied when your websites, email or databases are offline or not functioning as a result of a failure in Rackspace CloudSite’s systems, data center, or network is considered downtime. Your credit time is tracked when you submit a trouble ticket to us.

Availability & Liability

Services through our hosting program are subject to our provider’s availability. While the provider is guaranteeing 99.9% up-time, our hosting service excludes credits when: the provider schedules service maintenance windows. You agree to check the status of the system https://status.rackspace.com/ prior to submitting a trouble ticket. We are not liable and crediting does not cover coding or configuration errors on your part, and like all hosts, we may schedule occasional maintenance windows that will affect the availability of some services. We’ll post notification of scheduled maintenance before it happens. Your are responsible for maintaining secure credentials to both your files and database hosted through our service. We are not liable for security breaches either intentional or unintentional. Limitations You are not entitled to a credit if you are in breach of your services agreement with McCrossen (including your payment obligations to us) until you have cured the breach. You are not entitled to a credit if downtime would not have occurred but for your breach of your agreement with McCrossen or your misuse of the Services. You are not entitled to a credit for downtime or outages resulting from denial of service attacks, virus activity, hacking attempts, or any other circumstances that are not within our control. To receive a credit, you must request a credit via our ticket submission control panel within thirty (10) days following the end of the outage. Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your hosting fee for that billing period. Credits that would be available but for this limitation will not be carried forward to future billing periods. This Service Level Agreement is part of your Terms of Service.

©2014 McCrossen Consulting LLC Augusts 7, 2014 revision