Site Penguin SLA

The SLA (Service Level Agreement) is applicable to all services provided directly to Customers of Site Penguin. This SLA is not applicable to unrelated third parties who do not maintain a contract with QuillHost. The following guarantees and resulting credits are applied in monthly terms.

Outage Credits: (i)15-45 minutes: 1% of base monthly fee
(ii)46-60 minutes: 1.25% of base monthly fee
(iii)Each additional hour: 1.5% of base monthly fee

Restrictions

Credits shall not be provided to the client in the event that the client has no service availability resulting from (i) scheduled maintenance, (ii) Client's behavior or the performance or failure of client's equipment, facilities, software, scripts, code, or applications, or (iii) circumstances beyond Site Penguin'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 client's service.

Limitations

On-line problems occur continuously. There might come a time when you cannot access your service or any other service. This is not necessarily due to a failure of the Site Penguin Network or hardware. Site Penguin's monitoring agents are the sole determinate of the uptime of our service, and not any one client's experience.