Service Level Agreement

Coverage

This web site availability service level agreement (SLA) applies to you if you have ordered any hosting plan ("service") and you are in good financial standing with FloroWorks.com.

Service Level

FloroWorks endeavors to have network connectivity available for http access by third parties 99% of the time ("web site availability").

Credits

In the event that there is no web site availability, FloroWorks will credit the monthly service charge for the service as calculated below and as measured 24 hours a day in a calendar month. The maximum credit is not to exceed the monthly service charge for the affected month:

Web site availability credit
95% to 99.4% = 25%
90% to 94.9% = 50%
89.9% or below = 100%

In order for you to receive a credit on your account, you must request such credit within seven (7) business days after you experienced no web site availability so that we may check our stats and your stats. You must request credit by sending a request to our accounting division through our helpdesk. For security, the body of this message must contain your domain name, the dates and times of the unavailability of your web site, and such other customer identification requested by FloroWorks. Credits will usually be applied within sixty (60) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event that there is no web site availability.

Restrictions

Credits shall not be provided to you in the event that you have no web site availability resulting from (i) scheduled maintenance, (ii) your behavior or the performance or failure of your equipment, programs or applications, or (iii) circumstances beyond Floro Works Web Hosting's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your Web Site.

Limitations

Online problems occur continuously. There might come a time when you cannot access your website or any other service. This is not necessarily due to Floro Works Web Hosting. Perhaps your ISP is experiencing technical difficulties, or there might be a routing problem between your ISP and the data center utilized and maintained by FloroWorks, making communication difficult or impossible. We cannot bear the responsibility of such problems. Our monitoring agents determine the uptime of our service, and not any one client's experience.