1. Coverage and Definitions
   This Service Level Agreement (SLA) applies to all hyper linking and Internet Advertising customers of SV-Gerald International Pte Ltd. The definition of the term "Service Unavailability" means the total number of hours within a calendar month, that the contents of our website (within our control) is unavailable for access by third parties via NORMAL Internet transmission.
2. Qualification
   To qualify for this SLA coverage, customer's account must be "current" (payment is up-to-date). Account/s, which are under the categories of, "Free Trial", "Sponsored" "Suspended" and/or payment that are in defaults, are not entitled to this SLA coverage.
3. Minimum Service Level
   This agreement sets out the minimum level of service that customers of SV-Gerald International Pte Ltd can expect and the level of reimbursement for our failure to meet such level.
   
   Subject to paragraph 2 and 4, SV-Gerald International Pte Ltd will reimburse customers in the form of "Time Reimbursement" calculated as follow:
• For "Service Unavailable" for more than 10 hours but below 24 hours at any one-time - reimbursement is 30 days of FREE listing and hyper-linking service.
4. Exceptions
   SV-Gerald International Pte Ltd shall not be liable to reimburse in any form for failure to meet any of the guaranteed service level where such failure arises from any one or more of the followings:
• The failure of client's equipment, applications, interconnected equipment, networks, systems or gateways and / or the acts or omissions of the Customer, third party components including scripts, program whether within or outside SV-Gerald International Pte Ltd network, servers and/or the acts or omissions of oversea/local exchange carriers or failure of third party services including outages elsewhere on the Internet.
• Scheduled or routine maintenance or reconfiguration of SV-Gerald International Pte Ltd networks, equipment, including and without limitations of the followings:
• Maintenance by oversea/local public telecommunications and telegraph service provider on access circuits between SV-Gerald International Pte Ltd and the clients' web sites.
• Maintenance of hardware and/or software made on SV-Gerald International Pte Ltd international/local networks, gateways, systems, servers and etc.
• Scheduled maintenance and emergency maintenance and upgrades.
• Reason/s beyond SV-Gerald International Pte Ltd control including and without limitations of major events including the act of God, Denial Of Service attacks (DOS) but not limited to riots, vandalism, power failure, fire, curfew, industrial disputes, acts or omission of any person/s, corporation, business entity for whom SV-Gerald International Pte Ltd is not responsible or any causes whether similar or otherwise outside SV-Gerald International Pte Ltd control.
• DNS (Domain Name System) issues that are not directly under the control of SV-Gerald International Pte Ltd.
• DNS propagation period.
• Customer's acts or omissions including any person/s, corporation/s, or any others engaged or authorized by customer and including, without limitation, customized scripting or coding, e.g. CGI, PERL, HTML, ASP, ColdFusion, PHP, etc.. and any negligence, willfully or otherwise, misconduct, or use of the Service that breaches of SV-Gerald International Pte Ltd Terms Of Service and Acceptable Use Policy.
5. Reimbursement Request Procedures
   To receive a reimbursement, customers must make a request via email to Tech Support immediately.
   
   If the unavailability, is confirmed by SV-Gerald International Pte Ltd, notice of reimbursement will be send to the customer/s via email or fax. In the event that SV-Gerald International Pte Ltd, after an investigation of the customer/s claim, found that the fault/s were not originated from our equipment, networks/servers etc.. an email notification will be sent to the customer/s explaining the result of the "finding" and what is the probable solutions the customer will need to rectify from its end.
   
   Notwithstanding anything to the contrary herein, the total amount of reimbursement under this SLA shall not exceed a maximum total of 3 months. "Time Reimbursement" is customer's sole and exclusive remedy with respect to any failure or deficiency in the service provided by SV-Gerald International Pte Ltd.
   
   The request should state the following:
• Company's Name and URL
• Registered/Authorized Administrator's Name
• Date, Time and Description of the "Unavailability Of Service"
6. General Terms
   The customers agree that only measurements/investigation carried out by SV-Gerald International Pte Ltd shall be used for the calculation of unavailable time and SV-Gerald International Pte Ltd records shall be conclusive evidence thereof.

Published on: 2007-01-02 (2056 reads)