As a matter of confidence in our services and reliability, we extend to our customers this Service Level Agreement (“SLA”) which describes the service level guarantees provided to you by UNFLUX.net. This SLA applies to Internet data transmission and equipment performance from any and all data centers owned or operated, by UNFLUX.net as specifically pertains to the Shared and Dedicated Server hosting accounts. Ensuring that your server is available for the maximum possible time is crucial to our success as a Business Hosting Provider, our standard SLA covers the following points:

1. 99.5% monthly network uptime guarantee
2. 4 hour hardware failure response time
3. Credit allowances for hardware or network failure beyond SLA's

UNFLUX.net's network infrastructure and hardware are designed to provide you with the best highest quality of service in terms of bandwidth, network speeds, equipment reliability, and overall performance. In order to meet our service goals, we have constructed a network that utilizes multiple high-speed global Internet backbone connections and several layers of redundancy.

This SLA is not applicable if any service degradation or disruption:

1. occurs during schedule maintenance activity;
2. is the result of telephone company outages on shared services such as Frame Relay, SMDS, ATM, and Metropolitan Gigabit Fiber;
3. is related to acts or omissions of you or your authorized agent;
4. is the result of a malicious action by a third party against you or your authorized agent;
5. is related to adverse behavior of your equipment, facilities or applications that have been installed or located on the UNFLUX.net network or UNFLUX.net equipment; (or)
6. is related to adverse weather, natural disasters, acts of God, civil disorders, or other occurrences beyond the reasonable control of UNFLUX.net.

Please note that by subscribing to and/or using the services provided by UNFLUX.net, or any derivative thereof, you are accepting the terms and conditions set forth in this Service Level Agreement.

UNFLUX.net provides you with technical support concerning the setup, access, other server related issues, and ongoing operation of your account free of charge. UNFLUX.net does not provide support for web applications, scripts, or any third party components or software that you have implemented or are intending to implement on your account (and to the extent supported by the physical limitations of this class of account service. UNFLUX.net’s technical support department operates 24 hours per day, 7 days per week, 365 days per year and is available via our Support Forum and our Trouble Ticket System during this time.

The UNFLUX.net standard time of initial first response to technical support issues is less than two (2) hours. This time, however, depends on the complexity of the inquiry and our overall workload in general. Highest priority for technical issues is prioritized on your server's availability, and is not considered “first come, first serve.” All phone calls or e-mails will be assigned a problem trouble ticket and updated to your account records for historical tracking purposes. In the event that initial first response is not achieved by UNFLUX.net's support team, you will be credited the prorated amount of one (1) day of service charges, for each hour past the initial two (2) hour initial first response time, and up to a maximum credit of five (7) days account service charges. Technical Support response credits will only be made available upon notification to your UNFLUX.net technical support representative and at the time that initial contact is made.

UNFLUX.net provides you with general customer service support pertaining to your account free of charge. UNFLUX.net’s customer service department normal business hours are from 8:30 am (Eastern Standard Time) to 8:30 pm (Eastern Standard Time), Monday through Friday, and is closed on all national holidays. Generally, all non-technical customer service requests are responded to within four (4) hours during normal business hours. If your request pertains to billing, account information, or cancellation, please contact a Customer Service Representative by email: Contact Us.

Any inquires regarding the purchase of new account service or modification of existing service, should be directed to our Sales Team.

1. Web Server Availability: Web Server availability is defined as your ability, via a web browser, to retrieve HTTP headers from your account server specifically. Unless otherwise provided for in our Dedicated Server accounts, UNFLUX.net does not actively monitor availability of individual web sites, but rather monitors the availability of the physical server itself. In order to monitor Web Server Availability, UNFLUX.net will ping the HTTP service on the server and retrieve HTTP headers on a 5-minute interval basis with a 30-second threshold. During this time, if the HTTP service does not respond, the server will be considered to be non-operational and is automatically rebooted. If rebooting the server fails, the problem is automatically escalated to our technical support representatives. From the point of declared non-operational, we will calculate the total elapsed duration of server outage.
   
2. Mail Server Availability: Mail Server availability is defined as your ability, to send (SMTP) and retrieve (POP3) e-mail via the particular mail server (and assuming both services are actually configured to run on the server). Unless otherwise provided for in our Dedicated Server accounts, UNFLUX.net does not actively monitor availability of individual mail servers, but rather monitors the availability of mail services on the whole for a physical server. In order to monitor Mail Server Availability, UNFLUX.net will ping the SMTP and POP services every 5-minutes for 30-second thresholds. During this time, if the SMTP and POP3 service does not respond, the server will be considered to be non-operational and is automatically rebooted. If rebooting the server fails, the problem is automatically escalated to our technical support representatives. From the point of declared non-operational, we will calculate the total elapsed duration of server outage

5. Schedule of Credits

In an effort to achieve the utmost quality service to you, UNFLUX.net observes the following schedule of credits for our failure to provide continuing Web Server Availability under the terms of this Agreement.

In the event that there is no Web Site Availability, UNFLUX.net will credit the following month's service fee as follows. For Shared Hosting services, such credit will be retroactive and will be as calculated below and as measured 24-hours a day in a calendar month, with the maximum credit not to exceed the monthly service charge for the affected month. The monthly service charge is described as the monthly hosting fee only. Domain charges and additional service charges are not considered part of the monthly hosting fee and are not applicable to this Agreement.

Upon your notice to UNFLUX.net that your availability for the current calendar month has fallen below the guaranteed levels described in Section 4, UNFLUX.net will refund you in accordance to the schedule below a portion of your monthly service charges, up to a maximum credit of one month’s service charges:

In order for customer to receive a credit on their account, customer must request such credit within ten (5) business days after customer experienced no Web Site Availability. Customer must request credit by sending an e-mail to our billing group from our e-mail form. For security, the body of this message must contain customer account number, the dates and times of the unavailability of customer web site, and such other customer identification requested by UNFLUX.net. Credits will usually be applied within sixty (30) days of customer credit request. Credit to customer account will be customer’s sole and exclusive remedy in the event that there is no Web Site Availability.

To ensure ongoing and optimal server performance of all Shared and Dedicated servers, UNFLUX.net will from time-to-time perform routine maintenance on our web servers. Accordingly, UNFLUX.net reserves the right to one (2) total hours of server unavailability per month for maintenance (“Scheduled Maintenance”). This Scheduled Maintenance or Routine Maintenence is not included in our server uptime calculations or guarantee, nor is it applicable towards the Schedule of Credits described in Section 5 above.

Where indicated in the account features section of the UNFLUX.net Online Hosting Agreement Form, UNFLUX.net will employ several techniques to ensure the ongoing integrity and redundancy of data on its servers. However, as a matter of practice all data contained on our web servers is your exclusive property and therefore you should take additional steps to ensure the security, safety and backup of your data. Unless UNFLUX.net Backup Services have been specifically purchased, UNFLUX.net will not perform routine or scheduled backups on your account or your web data in any regard.

A backup may be performed by UNFLUX.net, at its option, for emergency purposes only and depending upon the circumstances of the emergency may need to be restored. In such event, UNFLUX.net will notify you of this procedure prior to actual performance. If your web server becomes corrupt or non-operational, for any reason, you may be called upon to restore your data. All accounts with UNFLUX.net have the ability to perform a manual (self-administration) backup of data, and therefore if you are not using the UNFLUX.net Backup Services you are highly encouraged to perform this function on a regular basis. Ultimately, it is your responsibilty to maintain updated copies of your web data.

UNFLUX.net provides you with information pertaining to the total storage capacity of your account on the Electronic Order Form and in your cPanel Control Panel for your account. For an additional monthly fee and upon your request, UNFLUX.net will increase the total storage capacity of your account. However, it should be noted that unless precautions are taken to monitor your use of the allotted storage capacity, your server may stop accepting, processing, or delivering data without your knowledge and without prior warning based on these quotas. This in turn may be attributed to server unavailability or even data loss. UNFLUX.net shall not be held responsible for such unavailability or data loss. It is your responsibility to keep within the assigned limits of the account or to proactively request Storage Capacity upgrades to your account.

UNFLUX.net shall not retain any of your data following account termination, for any reason. In addition, any special backups made in accordance with Section 7 of this Agreement will be immediately destroyed following appropriate use and verifcation of the restoration process has been completed. At the time of account termination, all data is removed from our servers and from any scheduled back-up routine. As a matter of practice, UNFLUX.net shall not restore to another server, copy to CD-ROM, or send out any data pertaining to existing or terminated accounts.