Privacy Policy, Server Uptime & Network Uptime Guarantee: Web Design Package (RM299)

Post by MamaFiza on January 20, 2007 

We value you as a customer at LittleKittle.com and will not share or sell any of your personal information (such as email address, phone numbers, credit card number etc) to any third party.

If you have any concerns or questions, do not hesitate to contact us at littlekittle@gmail.com.

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LittleKittle.com agrees to use its best endeavors to ensure a 99.9% Network Uptime and 99.5% Server Uptime to the customers.

Downtime is referred to as our server or network equipment being down and not ping able. Downtime excludes scheduled maintenance window which the maintenance notice shall be posted on our Support Center or email to our clients at least 3 (three) working days before the schedule date.

Here are some common guarantees in the industry today and the actual amount of downtime per month involved.

Customer shall not receive any credits under this 99.9% Network Uptime and 99.5% Server Uptime Guarantee in connection with any failure or deficiency of Web Site Availability caused by or associated with:

  1. Circumstances beyond our reasonable control, including, without limitation, acts of God, acts of any governmental body, war, insurrection, terrorism, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
  2. Failure of access circuits to our network, unless such failure is caused solely by LittleKittle.com;
  3. Scheduled maintenance and emergency maintenance and upgrades;
  4. DNS issues outside the direct control of LittleKittle.com;
  5. Issues with FTP, POP, IMAP, or SMTP customer access;
  6. False SLA breaches reported as a result of outages LittleKittle.com or errors of any  measurement system;
  7. Customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of our Terms of Service Policy;
  8. Email or webmail delivery and transmission;
  9. DNS (Domain Name Server) Propagation.
  10. Outages elsewhere on the Internet that hinder access to your account. LittleKittle.com is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. LittleKittle.com will guarantee only those areas considered under the control of LittleKittle.com: our server links to the Internet, our routers, and our servers.

In the event of Server Downtime or Network Downtime which is (i) due to problem within LittleKittle.com and (ii) if the total Server Downtime or Network Downtime exceeds specific numbers of hours consecutively (as specified in Table 1 below) in a calendar month, customer may claim for an Outage Event Credit (OEC). Notwithstanding the foregoing, the maximum amount of OEC can be claimed shall not exceed 50% of the total Monthly Fee for the Service provided, and this is limited to once in a calendar month frequency.

The Customer shall be entitled to the following Outage Event Credit in the form of a credit against future bill of amounts payable by customer for the provision of the service:

Network Uptime     Server Uptime     Outage Event Credit (OEC)
99.0% – 99.9%     99.0% – 99.5%     1 day charges for service
98.0% – 98.9%     98.0% – 98.9%     2 days charges for service
97.0% – 97.9%     97.0% – 97.9%     3 days charges for service
96.0% – 96.9%     96.0% – 96.9%     4 days charges for service
95.0% – 95.9%     95.0% – 95.9%     5 days charges for service
94.0% – 94.9%     94.0% – 94.9%     6 days charges for service
93.0% – 93.9%     93.0% – 93.9%     7 days charges for service
92.0% – 92.9%     92.0% – 92.9%     8 days charges for service
91.0% – 91.9%     91.0% – 91.9%     9 days charges for service
90.0% – 90.9%     90.0% – 90.9%     10 days charges for service
Below 90%     Below 90%     15 days charges for service

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Customer shall submit all claims for OEC by email to littlekittlestore@gmail.com within three (3) business days after the LittleKittle.com server / network is available again following the server or network downtime in question. In the event of customer’s failure to submit the claims within the said three (3) business days, LittleKittle.com reserves the right to reject the claims without any reasons.

The claims submitted by customers must contain the following particulars of information:

1. Customers Name
2. Client ID
3. Domain Name
4. Date and approximate period of downtime
5. Unavailability information

Any claims submitted without any of the particulars of information above shall be treated as incomplete and LittleKittle.com has the right to reject such claims.
Customers will be given acknowledgement of receipt of all claims within one (1) business days and LittleKittle.com will review all such claims within seven (7) business days thereof.

Upon review and findings, LittleKittle.com will inform the customers by e-mail whether the appropriate claim will be granted or rejected. If the claim is allowed, the OEC will not be reflected in the current bill, but in the following bill.

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LittleKittle.com reserves the right to make any modifications, amendments, revisions or changes to this Server Uptime and Network Uptime Guarantee at any time. Customer will be notified prior to any changes or variation to Server Uptime and Network Uptime Guarantee.

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