Service Level Agreement
(Last Modified January 15, 2019)
By submitting the online order form, Customer hereby agrees to the following:
1. 100% AABox Network Availability Assurance: AABox assures each Customer 100% uptime availability of AABox Network and all redundant internet connectivity, including all associated network services (i.e. bandwidth, routers, switches, and cabling,) covered by this SLA. In the event that AABox fails to provide Customer with the products and services purchased by Customer in accordance with the Customer Agreement and such failure results from the unavailability of AABox Network or any redundant internet connectivity, including all associated network services covered by this SLA (other than as specified below, each such event, a "Qualified Downtime Event"), AABox will issue Customer a Service Credit (as defined below) calculated as follows:
a. Managed Solutions. In the case of products and services associated with AABox's Managed Solutions line of products and services, upon the passage of five (5) continuous minutes of a Qualified Downtime Event, the Service Credit shall equal five percent (5%) of the monthly fees payable by Customer in respect of such products and services for the month in which such Qualified Downtime Event occurred and thereafter during the pendency of such unavailability, the Service Credit shall increase by an additional five percent (5%) for each continuous thirty (30) minutes of a Qualified Downtime Event up to a maximum of one hundred percent (100%) of monthly fees payable by Customer in respect of such products and services for the month in which such Qualified Downtime Event occurred.
b. Self-Managed Servers. In the case of services and products associated with AABox's Self- Managed Servers line of products and services, upon the passage of sixty (60) continuous minutes of a Qualified Downtime Event, the Service Credit shall equal three and one half percent (3.5%) of the monthly fees payable by Customer in respect of such products and services for the month in which such Qualified Downtime Event occurred and thereafter during the pendency of such unavailability, the Service Credit shall increase by an additional three and one half percent (3.5%) for each continuous thirty (30) minutes of Qualified Downtime Event up to a maximum of one hundred percent (100%) of monthly fees payable by Customer in respect of such products and services for the month in which such Qualified Downtime Event occurred.
c. Economy Servers. In the case of services and products associated with AABox's Economy Servers line of products and services, Customer shall have no right to any Service Credit whether or not a Qualified Downtime Event has occurred. All Service Credits are calculated by AABox on a "per-event-basis" each calendar month and in no event will downtime or unavailability be cumulated during any monthly period for purposes of determining a Customer's right to any Service Credit. The following events do not constitute a Qualified Downtime Event or qualify for any Service Credit under this SLA: (i) Scheduled Maintenance (as defined below) or (ii) Customer generated outages created by failed equipment, customer mis-configurations, exploited servers, or traffic in excess of the maximum allowed by contract. Service Credits are based directly on all equipment and/or services affected by a network outage. Products, services or hardware not related to the network outage do not qualify for a Service Credit. Redundant Internet connectivity is measured as traffic routing into and out of a Customer's equipment through AABox Network out to internet backbone carriers and does not include third party carrier latency or peering issues not utilized by AABox.
2. Service Credits: means a credit, calculated in accordance with this SLA, issued by AABox to the Customer in respect of products and services contracted for, but not delivered by AABox in accordance with the Customer Agreement due to a Qualified Downtime Event. Service Credits do not constitute a refund in respect of any product or service and may not be paid for or exchanged for cash or other monetary consideration or value. Service Credits are not available (i) to any Customer that is more than thirty (30) days past due on any amount owing to AABox or any Customer that has breached the Customer Agreement or (ii) in respect of any products or services contracted for with AABox's Economy Server line of products and services. Valid approved Service Credits will appear as a credit for products and services and be applied against the amounts owing in respect of such products and services on the next billable invoice following the month in which occurred the Qualified Downtime Event giving rise to such Service Credit. In order for a Customer to qualify for a Service Credit, the Customer must (A) have purchased and paid for either AABox's Managed Solutions line of products and services or its Self-Managed Servers line of products and services, (B) utilize redundant input network drops running Hot Swap Router Protocol (HSRP) in its equipment and (C) submit a request for a Service Credit in writing via AABox's Support Portal to the billing department within ten (10) days from the date of event giving rise the requested Service Credit. Failure to request a Service Credit in accordance with the terms of this SLA will result in an automatic waiver of any rights to such Service Credit under this SLA in respect of the event giving rise to such Service Credit.
3. Scheduled Maintenance: Customer hereby acknowledges that AABox may, from time to time, perform maintenance service on AABox Network, with or without notice to Customer, which may result in the unavailability of AABox Network. Downtime or unavailability resulting from Scheduled Maintenance shall not constitute a Qualified Downtime Event or qualify for any Service Credit. Scheduled Maintenance means all such maintenance services for which AABox gives Customer at least five (5) days prior notice of such maintenance services via AABox' s outage mailing list maintained on AABox' s Support Portal. Customer must subscribe to AABox's outage mailing list and provide accurate and timely information in AABox' s Support Portal in order for AABox to notify Customer of all Scheduled Maintenance. Customer's failure to subscribe to AABox's outage mailing list or to provide accurate and timely information on AABox' s Support Portal may result in the forfeiture of any Service Credit based on downtime or unavailability arising from Scheduled Maintenance for which Customer did not receive timely notice. Emergency maintenance and maintenance for which AABox has not given Customer notice in accordance with this SLA shall not be deemed Scheduled Maintenance for purposes of this SLA.